You may have experienced a split and wondered if there was anything you could have done? In business, it is important that you understand that the answer to every question is always the same. Yes. You may feel like you’re trying to drown out your customers’ complaints by burying your head. On the flip side, it may be that you think you are providing your customers with support, but they don’t agree and seek out your competition. It doesn’t matter what, if there is a clear disconnect it is a signal that something must change. If you don’t make a change now, then you may find that you end up struggling more in the future and that your business ends up going under as a result.
You Don’t offer Customer Support
Did you know that your customer retention rate can be increased by approximately 5% to increase your profit by up 95%? This is an important fact to keep in mind when you are dealing with customer service. You should try to make your customer service a full-fledged marketing channel. This will result in amazing results if you are able to delight your customers at their most vulnerable times. Your brand will be more successful in the future if you put in more effort to differentiate it. Your customers will notice you as an individual because of the quality of the service you offer. You may also be able to increase your prices. Customers will pay more for better service, according to studies.
Silence is a Good Thing
Don’t let silence fool you. If you don’t have a lot of customer complaints, then this doesn’t mean that you have a happy customer base. If one person complains, then there’s a high chance that you have 10-20 who don’t. Customer complaints are just the tip of an iceberg. You can do something about it if you’re willing to ask for feedback and criticism. Don’t dread it when a customer complains, and instead, think of them giving you the valuable insight you need to push your company forward. It may seem like the best way to get results is to send out boring surveys, but people don’t like spending their time filling them out. If you can incentivize feedback then keep a lot of your questions nice and open-ended so that you can get a true picture of what is on your customer’s minds. Personally acknowledge the feedback you are getting and make sure that your customer’s voice is heard. You will notice a dramatic improvement in your company if you do this.
Promoting a Specific Channel
You might think you have a way to support your customers. However, giving customers the option to choose can be extremely powerful. There isn’t a single channel that is going to work for everyone. Yes, live chat is most popular. This is something you should implement on your website. Some people prefer to talk to you by phone, but that is not a requirement. If you do not have live chat on your site right now, then it is a good idea to look up “add a chat feature to my website“ so you can make sure that you are always meeting your customer’s needs. You should also make an investment in a business phone line and set up an email address. You will see that things work in your favor, and you can make more sales.
All your Eggs are in a single Basket
Did you know that around 80% of your company’s revenue is going to come from 20% of your existing customer base? Customer acquisition is vital, but customer service is your greatest profit margin. Your loyal customers. Loyal customers are worth ten-times as much as the first time they purchased from you. They will refer your company to friends and family. This data will show you why it is so much easier to get a new client than it is to keep your existing customers. If you aren’t putting your focus on your loyal customers, then you are not alone. Research shows that only 16% percent of businesses place their primary focus on customer retention. Your initial business goals should be to attract new customers if you’re a start-up. However, as you grow your business, it is important to shift your focus to loyalty and retention. A staggering 86% of customers will not do business with you again after a bad experience. This means that you need to work hard to ensure loyalty and avoid losing it through mistakes. You will quickly find you can save money on acquiring new customers if you do this.
You Think you Have a Great Product
Although you may believe you have a great product and that is fine, it will not get you far if your mistakes aren’t rectified. Customers want a seamless and efficient purchasing experience. Your job is to make it happen. More customers choose to shop for an experience, rather than cheap prices. Sophisticated customers tend to seek comprehensive solutions, and if you make it a hassle to get in touch with customer service, then you can almost guarantee they won’t come back. You will lose out even if your product works well. This is why you must look at your customers’ pain points in order to make changes.
You’re Not Following Through
A happy customer is key to company growth, according to leading brands. Although new customers are important and valuable, repeat business from loyal customers will be the key to your company’s success. Engaged customers are more likely to continue to shop with the same brand in future, if they provide excellent service. Research has shown this. This is where a loyalty program can be very useful. It allows you to stay in touch with your customers after they have purchased and encourages them to return to you again and again. This is the worst mistake you can make.
Your Customers Will Forgive you
Customers are not forgiving by nature. Customers are not always loyal. You have to work hard to get them to be this way. It is okay to make mistakes, as everyone makes them from time-to-time, so you should apologize. This is one of your best and most effective methods to preserve your relationship. Let them know that you’re sorry and offer to compensate those you might have wronged. Your company will reap the benefits of this if you’re willing to forgive yourself and stop making excuses.
Support Doesn’t Come after the Close
Did you know that 83% of customers require customer support before making an online purchase? It is important to give your customers the tools they need to make their online purchases easier. You might offer them a portal to help them find the answers they need, or a ticket system. Customers will always pay more if they get the service they want. Be aware of this fact and ensure that you invest in your service channels to give your customers a better experience.
These are just some tips to help you turn a bad customer service experience around. Did we miss anything? Please let us know by commenting below.
