Businesses are here to stay and the number will just continue to get bigger and bigger as time goes on. It is imperative, therefore, that you keep up with the times.
Maintaining customer relationships is key to maintaining and sustaining your business. In fact, most of the time, returning customers are those that are not just satisfied with the products or services that you provide, but also with the customer experience that they have gone through not just with the product but with the conduct of their transactions in general.
With modern technology being able to provide more visibility to your business other than just presenting your products, your business becomes a transparent display case that customers find equally important as well.
It is important that you measure customer satisfaction so take advantage of IT solutions & consulting services to help you tailor your own customer experience process to ensure you are measuring and implementing your customer service experience to your benefit.
Here are four of the vital ways to manage your customer service program.
Reduce customer effort in your business
A recent study by the Harvard Business Review sums up the customer experience gamut in any business, which is to ultimately reduce the effort of a customer in navigating through your business from start to finish.
A study by online data team Conversion revealed that 54% of millenials said they declined business transactions with retailers due to poor customer service. Close at their heels are 52% of Baby Boomers and 50% of Generation X population have done the same.
Make sure to automate or simplify processes to ensure that you maximize your sales rate.
Improve customer contact channels
A study by Aspect Research revealed that voice or phone marketing or selling is the most frustrating customer service mode of communication.
On the other hand, the number of tablets and smart phone users has increased and reported satisfactory experience when doing online shopping, one of the many wonders of information technology services.
Quick responses to queries and feedback
Timely responses to customer queries and complaints have accounted for a rise in sales. A Twitter survey revealed that social customer care increases revenue. This was proven by a consumer behavior study, where it revealed that consumers are willing to pay an additional $2.33 for the same or upgraded service if the seller provides a social response within the 67 minutes.
Never leave a stone unturned
Another study showed that responding to a complaint about a product in social media increases customer advocacy by about 25%. Just imagine how this could do wonders for your business marketing.