Exceptional customer service is a necessity in today’s business world. Both online and brick-and-mortar brands offer new options for customer engagement practically on a daily basis, so it’s more important than ever to ensure customers are satisfied with your business. How can your brand maximize the customer experience? Read on to see some suggestions for building outstanding service. It’s not as daunting as you think.
Just What Is Exceptional Customer Service?
Exceptional customer service is a term that is a little murky because it can mean different things to different customers and brands. The term is also a bit of a contradiction as it should be the norm not the exception. Generally, it can be summed up by saying, “A happy customer is a returning customer.”
Brands may define it in terms of their mission statement. What does your business want to achieve? Most businesses want to increase sales so excellent service is something to pursue to reach the company objective. Customers look at whether their needs are met and whether doing business with your brand is a pleasant experience.
What is a constant is that service above and beyond the call of duty involves building a personal relationship with customers so they come back to you. Below are some strategies you can start rolling out today to get started on delivering an outstanding customer experience.
Get to Know Your Customer
This can’t be emphasized enough. Begin to collect data on your current customers and customers you want to attract. This research can be done through websites and tracking in-store inventories. Another option is to incorporate mobile devices into your customer outreach. In fact, 56 percent of service professionals say they currently provide or plan to provide mobile apps for their customer service and/or field tech personnel within two years. The future of mobile apps is now.
Know the Value of Mobile Apps
Digital word of mouth has surpassed face-to-face communications. Mobile apps provide an opportunity for quick transactions and response between customers and brands. A mobile app provides a point of contact with the customer, can help you track purchases and anticipate future buys. It can forge a bond with your customers. This not only personalizes the customer’s experience with your brand, but also helps to build a relationship.
Mobile apps also provide you with a venue where you can further engage your customer with newsletter sign-ups, email alerts, surveys and promotions and special events. In other words, they make transactions personal and add value, a hallmark of exceptional customer service.
Personalization involves communication and communication is a two-way street. You want to inform customers about your brand, and you also want their feedback on what works and what doesn’t. So make sure to give your customers the opportunity for testimonials and comments.
Take Advantage of Social Media
Social media provides a way for your brand to expand its universe with very little cost. It accommodates prompt interaction and is a good way to get word out fast about special promotions. This form of crowd sourcing advertising is extremely valuable. A satisfied customer will want to tell her friends about her experience with your brand.
The social media outlet you choose can be determined by your brand or your customers. For example, a company specializing in high-end printing may benefit from Instagram, where visuals give customers a look at the product. If your brand wants to promote breaking promotions, Twitter gets word out instantly and offers opportunities to conduct short surveys.
Educate Your Employees About their Benefits of Value-Added Service
Don’t neglect training your employees when it comes to exceptional customer service. They represent your company. Whether they are working with customers face-to-face or online, they need to make the experience with the customer both personal and memorable. Remember, a customer who feels valued by your brand will keep coming back.