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SEND EMAILS TO CUSTOMERS
Every email you send out is a chance to build a connection with a potential customer. Yours should provide value and be personalized to the preferences of your targeted audience, as well as where they are in their customer journey. This gives a long lasting relationship between a customer and a business.
No one wants to hear from someone they haven’t heard from in a while who is just asking for money. Likewise, you don’t only want to reach out to your customers when you have something to sell. Instead, keep them up to date on the latest happenings within your business or industry, send them special offers around the products or services they’re most interested in, and continue to educate them by being a source of valuable information. When they’re ready to buy, they’ll know where to find you.
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BLOW AWAY THEIR CUSTOMER SERVICE EXPECTATIONS
How does an upstart online store retailer take on Amazon and win? With ten-star customer service.
Jumia store is renowned for the care and attention it devotes to every customer, they go as far as to reducing their delivery fee to encourage customers. They pay detailed attention to customers need and ensure their need are met. They go as far as collaborating with other company to ensure all customers need are provided
Likewise, your business can gain a massive edge by pouring its heart into every customer interaction. Customers value rapid and open communication along with a frictionless sales and returns process. Train your team to engage in active listening, to use positive language, and to display empathy in all of their customer interactions. Develop policies to do all of this and more – then commit to raising the bar at every opportunity.
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SEEK FEEDBACK AND SHOW YOU GENUINELY CARE
Customer feedback is critical to your ongoing success because you get to hear directly from your customers about what is and isn’t working. They want ways to leave feedback on your website, across social media, and over the phone and to see that their recommendations are being implemented.
Get ahead of your customers and ask them for feedback first. You’ll show that you value their opinion and that you care about what they have to say.
The first step is to encourage open feedback on your website, via email or through social media. After recording feedback, set up meetings with employees to find out how you can improve. A team that openly discusses ways to enhance products will prevent issues in the future once recommendations are implemented.
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BE CONSISTENT AND TIMELY IN YOUR INTERACTIONS
Customers value consistency. They will not tolerate rudeness, neglect, or failure to deliver on promises.
Engage and connect regularly; your customers expect it. No one wants to be left out of the loop and contacted when you only have something to sell.
Develop a policy in your organization that outlines the manner and frequency with which you’ll reply to clients. Don’t use scripts and keep your interactions organic. Be sure to take notes of the interaction and keep them in a place that your entire staff can access if needed to maintain the relationship.