Communication with customers is one of the most important criteria for business success. Getting feedback from customers is an integral part of any company’s workflow. After all, this is the only way to find out the moods and desires of customers. As well as to understand why the customer returns regularly or never comes again.
Despite this, the vast majority of companies neglect this tool. The problems which arise are truly devastating for business. Let’s talk about the problems and Strategies for Effective Customer Service Communication.
Quality of service
Not all customers are satisfied with the appearance of employees, the situation inside the salon/store, the location of goods, the distance between the shelves, and many other things that cause him discomfort. But the most terrible thing that a customer can be dissatisfied with is the quality of service because this is what causes him to be disgusted and unwilling to return here again.
It often happens that the business owner does not even know what the problem is. He does not know that people do not like his product or like the product, but the service leaves much to be desired. He loses customers, he loses money, he loses business, and he can’t do anything about it, because he doesn’t even know what’s going on. This is the worst thing that can happen. But such a scenario, fortunately for business and for consumers, is rare.
Lack of channels for customers to communicate with the business
But the next problem is much more common — the lack of communication channels between customers and the business. It happens that a business knows what feedback is, understands its need, so it has created a channel through which it can receive it. Yet, it is not enough to organize communication. You need to assign one (or several) employees to respond to customers’ messages. Not leave them alone with their negative emotions about your company.
And it even happens that the business has communication channels, but the client does not understand how to write there. Neither online nor offline tools for this are visible. It turns out that the business has such a tool, but the customers, as it turned out, do not. The result, oddly enough, is the same as in the first case. The client goes to a competitor, you lose profit, and subsequently the business if you do not take up your head in time.
Lack of work with feedback
Well, the most common problem is the lack of work with reviews. Here, the maximum number of businesses should be familiar with this topic. The company may not make the above mistakes. But, as practice shows, the client still remains unheard and unsettled. His negative experience spills out, he speaks with hatred about your brand in the circle of family and friends.
As a result, you lose not just one client, you lose your image, lose your reputation, and a large number of potential customers who will never come to you. And all because the business did not produce any correct reaction to negative reviews, but only showed its low level of loyalty to customers.
How to make a customer satisfied
Dealing with customers promptly and working off negative experiences has a positive effect on customer loyalty and overall customer sentiment about the brand.
One simple but important thing to remember: giving the customer discounts, bonuses, and promo codes for your mistake is many times cheaper than losing the customer completely and getting angry reviews on the Internet. They form a negative image and severely damage your reputation, which will be very difficult to restore. A potential customer, seeing 1 negative review among 5 positive ones, will still prefer to consider a competitor, think about it.
The right business actions:
- Implement communication channels (surveys, assessments, days with clients, etc.).
- Assign those responsible for processing incoming messages.
- Quickly give feedback on the ratings and reviews of the customers.
- Respond to any negative feedback politely (even if the customer is wrong).
- If the client is right – be sure to apologize. Provide a discount/bonus/promo code and resolve this issue on your side, so that this situation does not happen again in the future.
A simple and comprehensive approach to solving customer interactions
It’s likely that many brands are aware of the need to collect and process feedback. And it needs to be done promptly, while it’s relevant, while the customer is waiting to hear from you. How can this be done?
For example, in the insurance industry, mobile apps are a very promising channel for targeted communication with the customer. With the help of insurance software, an employee can send individually tailored information to consumers, for example, about promotions or new insurance programs. This approach makes it possible not to overload policyholders with information. But at the same time build individualized communication strategies.
In terms of marketing, mobile applications allow us to pinpoint customers’ preferences and offer products that are of interest to a particular consumer. The potential for extra sales, in this case, increases many times over.
Only a few, the most successful companies, can work with customer loyalty. They systematically conduct surveys about the quality of service. Such companies motivate customers to write reviews and make recommendations to friends.
Based on this, it is very important to understand two main things: motivate customers to perform valuable actions for the business and respond to them on time.