3 Ways You Can Leverage Stellar Customer Service to Increase Customer Loyalty
Acquiring new customers is tough no matter what business you’re in. Having them stick around for days, months, and even years to come is another beast. What’s the answer? You need to focus on improving your customer loyalty.
Let’s take an extreme example like Apple. Regardless what features they add to their next phone they will have lines out of the door at nearly every one of their stores. Is it because people are excited to unlock their phones with their face? Or is it because Apple has one of the strongest and most loyal customer bases of them all? Sure people like the new features, but Apple has done an excellent job in establishing and maintaining a loyal customers.
So where do you start? While there are plenty of places you can turn to, one of the easiest to tackle first is your customer service. If you listen to and help your customers when they’re in need, you will establish loyalty. It’s that simple. Here are three ways you can leverage stellar customer service to increase customer loyalty.
Choose the right personnel for your team.
When staffing your customer success team, it’s imperative that you choose the right personnel. Sounds obvious right? Truthfully, customer support teams aren’t given much attention and are often outsourced to cheaper options overseas.
If you want your business to save money, cutting costs in the customer success department may not be the smartest choice. When choosing your team, you need to look for individuals who are attentive, patient, and most of all can remove their ego from the situation. Not everyone is cut out to handle customer complaints day in and out.
Create multiple communication channels.
When problems arise, your customers need to be able to reach you. Depending on your industry, they may need to be able to reach you right away. That said, you need to create multiple communications channels for your customers.
The obvious ones are email and phone. Beyond that you can offer channels like live chat and even social media to answer support tickets. In fact, Twitter has become an increasingly popular channel for customer support. The great thing about Twitter, is that it gives you the opportunity to make your responses public. If your team goes the extra mile to help out customers online, others will recognize that and be more inclined to give your company a shot.
If you choose to offer multiple channels however, you need to be sure you meet expectations. Sure it’s great to say you offer live chat, email, phone, and are available 24/7 but if you can’t deliver it can be detrimental. Set realistic expectations, and follow through on your promises.
Ask for reviews.
Nowadays, collecting reviews are as important as ever when it comes to winning over your customers. Customers will almost always research companies online before reaching out. If other customers’ love what you offer, others will give you a shot.
You should always have your customer service team ask customers’ for a review after they’ve assisted them. If they’ve provided standout service, the client will have no issue giving feedback.
At the end of the day, it takes time to build and maintain a loyal customer base. If you want to start that process, make sure you use the three strategies listed above.