Tricks to Give Your Business a More Personal Touch
According to a recent Gallup poll, customer engagement is more critical today because consumers prefer to have an emotional connection to a businesses. Fully engaged customers are emotionally bonded and loyal to the company. On the other hand, actively disengaged customers easily switch between products or services. For example, fully engaged bank customers add up to 40 percent more annual revenue, compared with disengaged customers. Below explains three ways to personalize your customer’s experience with your business.
Surprise your customers by actively engaging them through genuine interactions. Set the standard that employees address customers by name and require that all employees wear name tags or state their name at the beginning of an interaction. Most customers appreciate not being treated like just another face or account number. Encourage employees to engage customers in polite conversation while focusing on meeting their needs. Whenever a customer has a problem, instruct employees to actively listen and problem solve at the lowest possible level. Employees should not simply transfer the phone or pass the problem along to someone else. If the problem is more complex, a timely follow up is critical, even if there is no immediate solution available.
Many businesses want to adjust their business practices to meet their customers’ needs, but are unsure how to go about doing this. Improving the customer experience begins with properly documenting and responding to customer comments and complaints. Hard data and numbers work best when it comes to improving the overall customer experience. Consider formally surveying customers through email, phone, or in-person surveys. Monitor social media sites for postings that shed light on improvement opportunities. Cloud-based platforms that customers can access, such as healthcare communication systems like Solutionreach Patient Engagement, offer Patient Reminder Software and allow customers to easily connect to the company more personally.
Improve the Customer Service Experience
According to Forbes, certain industries are better suited to excel at customer service, such as the real estate and healthcare industries. However, retail and social media are at the bottom of the list. According to Forbes, the key to a satisfying customer service experience is through personal relationships and ample self-service resources. Every customer service interaction should begin and end on a positive note. As mentioned above, genuine and helpful customer service interactions will resolve most problems. On the other hand, many savvy customers can take care of their own problems, but often lack the means to do it. Be sure that your website and social media sites offer right resources, such as FAQs and Forums, so customers can answer their own questions as well.
To recap, businesses today can offer a more personal experienced through genuine engagement, eliciting feedback, and improving the customer service experience. Businesses that offer a personalized experience will increase the number of fully engaged, loyal customers and increase their revenue as a result.
“Brooke Chaplan is a freelance writer and blogger. She lives and works out of her home in Los Lunas, New Mexico. She loves the outdoors and spends most her time hiking, biking and gardening. For more information contact Brooke via Twitter @BrookeChaplan.”