It’s often said that all press is good press. However, if that press is about unsatisfied customers, it’s viewed differently. Businesses of all sizes are held accountable for negative customer experiences, and if they don’t act accordingly, disaster ensues.
Whether you are considering starting a small business or you are already involved with a large corporation, you have to focus on what the people want. After all, the livelihood of your company likely relies on its consumer-base. From services to physical products, you depend on customers to keep your business alive. Find out how to keep customers happy; it’s simpler than it appears.
1. Be Available
Responding to every single message is a good look, but it is also time-consuming. It doesn’t have to be a chore for your team, however. You can look into teams that manage customer-facing relations for you, such as a reputable live chat service.
While exclusivity certainly has its appeal in business marketing, it doesn’t mean that you have to be radio silent. Especially if customers have an issue, they want to know that their situation will be acknowledged. If your team is impossible to reach, it’s likely to reflect poorly on your brand. Instead, look into these different avenues:
- Live chat on website
- Email automation
- Social media messages and comments
- Phone calls
- Text opt-ins
As mentioned above, there are helpful services, such as VoiceNation, that can provide tailored customer service over a variety of channels. It doesn’t have to be the CEO answering phone calls in the middle of the night. In fact, this isn’t really a good idea, as it will lead to burnout quickly. Especially in larger corporations, it’s wise to look into available tools to supplement customer communication while maintaining an on-brand voice.
2. Personalize Marketing
As much as people want their issues to be acknowledged, they also like to interact with things that either benefit or interest them. Some ways that you can personalize your marketing include:
- Loyalty programs
- AI marketing
- Use their name
- Ask them questions
Humans inherently like to have autonomy. For instance, if you send out a personality quiz that matches consumers up with a specific product, they’re more likely to purchase. That is due to a feeling of that product being “just for them”.
Furthermore, you can acknowledge customers’ positive behaviors, such as a string of purchases at a restaurant. Offer consumers the opportunity to sign up for a loyalty program. Getting a reward that is applicable to their daily life will incentivize people to continue purchasing from your brand. Even simpler, use email automation that scans for first names and adds them into the beginning of each outreach attempt. This makes for more clicks due to the closeness it insinuates.
3. Be Consistent
You can be available and personal, but if you are inconsistent, nothing else matters. People like to know what to expect from a brand. Chains are so successful due to the familiarity of the name and logo. Even the inside of a chain restaurant can lead to more customers, because when traveling, they want something that they recognize.
The consistency in the brand makes consumers feel warm and welcome. Make sure that your company stays consistent in tone, voice, and design. That doesn’t mean you can’t change things up as you go along to see what sticks. However, it does mean that loyal consumers are coming back for consistent quality. Keep it up.
4. Offer Solutions
Purchases of products or services are made to satisfy a need. If you can jump ahead of any complaints and offer solutions to common problems, this is the best route. Rather than forcing disgruntled customers to ask for a refund, go ahead and offer one if the situation allows.
Start noticing patterns of common issues. This will help you offer solutions to your customers quickly and efficiently. This will lower your chances of losing clients.
5. Be Human
Finally, humans like to feel that whom they are talking to is also a human. They like to feel as though they are sympathized with or, at least, understood. In the case of any mishap, remember that customers have feelings, and so do your employees.
Be courteous and amicable, and customers will likely respond favorably. Use tools to help automate, but always make sure there is a point of human contact. This will keep customers happy and returning to your brand for years to come.