[This article was written by Emma Sturgis.]
One of the most important things you can do inside your business in 2020 is to improve the communication between your company and your customers. This is called improving the customer experience. It’s vital because many customers report that they’ll stop dealing with any company after only one bad experience.
Communicate the Way Enjoyed Most by Customers
We’re officially living in a multichannel world. Customers expect to be able to interact with you via multiple channels. It’s in your best interest to make sure your company shows up on all the channels expected by your customers.
Be there when your customers call you. Be on social media when customers ask questions on Facebook, Twitter or Instagram. Invest in SMS services for small business so customers can simply text your customer service reps. Use website chat services. Make sure your email response times are fast.
Always be Available
You must always be open in the eyes of your customers. They want 24/7 access in today’s fast-paced environment. One simple way to provide customers access to answers 24 hours per day is creating FAQ pages, knowledge bases and how-to guides on your website. Many people like to be able to quickly find answers without contacting a company directly.
The other way to be open 24/7 is to use a call center. A call center gives you the ability to have customer service reps available even when it’s 2AM in your time zone.
Focus on Building Relationships
Don’t wait for customers to reach out to you. Become more proactive in reaching out to them. Remember that there is a lot of noise in the marketplace. There is always another company trying to get your customers to buy from them. Use the following for your customer outreach:
- Email newsletters
- Email marketing
- SMS offers
- Phone outreach
Reward Company Loyalty
Customers are more likely to buy again if they’re rewarded for previous loyalty. Use rewards programs to show them how much you value their business. Give them special discounts, offers and even access to private events. Make sure they are the first customers to know about new features. Ask them for feedback so they feel like they’re a part of the decision-making process.
Customers expect a lot from companies today. Take the time to improve their customer experience, however, and they’ll become loyal to you and your brand.