The way you communicate with your customers will result in building a positive or negative brand image. Meaningful conversations will help strengthen customer-brand relationships. Therefore, your business needs to focus on customer interactions at every touch point and ensure a positive experience is delivered to all your clients. According to a study published by Harvard Business Review, 84% of customers said that their expectations were not exceeded in their previous customer service interactions. This indicates remarkable discontent in the way businesses interact with customers. Keeping this in mind, your business should reinvent its customer interaction strategy by looking beyond using scripts to interact with customers. Here are some tips for companies to ensure better customer interactions.
Create a Customer-Focused Culture
Building a customer-oriented culture in your organization will naturally reinforce the need to put customers first and focus on making every interaction a pleasant experience for them. Ascertain that every employee of your organization is consistent in communicating and helping customers. Make sure your staff is getting feedback on a regular basis to see what customers are expecting. Always listen to what customers have to say and accept criticism politely, taking it as an opportunity to refine your business policies, operations, customer service and interactions. Involve your customer service teams by encouraging them to contribute their ideas for improving day-to-day interactions with customers.
Add Convenience at Every Level
Every interaction with your customers should be a smooth, seamless process which makes everything easy and simple for them. Make sure that whatever the medium of interaction is for the transaction taking place with your customers, it should be hassle-free. For example, if you are running a retail store, make sure there are no long queues, your staff at the cash counter is trained to greet customers with a smile, scan and pack items quickly and thank them for shopping at the store. If you operate an online store, make sure you use live chat to connect with customers, helping them with all their queries. Live chat support adds convenience for your online customers as live chat operators help them find what they are looking for.
Offering a memorable experience every time customers interact with your company will compel them to choose your brand over the competition.
Minimize Response Time
Customers hate to be kept waiting. Time is of the essence when serving customers as they demand immediate support when they get in touch with your business. Ensure that your staff answers queries in a quick, efficient manner and train them to deliver the best possible solution as fast as they can. Different customer-related scenarios require natural, well thought-out responses and improvisation should be a part of your staff training.
Keep in mind that customers might be interacting with a business to either get more information or they might be getting in touch to lodge a complaint. Whatever the scenario might be, your staff should be able to quickly understand what the customer is asking for and offer help accordingly. Make sure your customer service teams are empowered to respond to customer needs proactively and put in every effort to make the interactions pleasant.