Is your business losing profits to poor customer service? A recent report issued by New Voice Media found that $62 billion of business is lost annually due to negligent customer care. Here are some tips for staying on your clients’ good side.
BE CONSIDERATE OF YOUR CLIENTS’ TIME. Prompt responses will demonstrate that you prioritize their timeline. For example, if your website estimates a 24-hour response time, reply in 3–4 hours instead. Use technology to under-promise, and then have a human employee exceed expectations.
HUMANIZE THE EXPERIENCE. Addressing customers by name, practicing active listening, and finding shared interests will ensure that your customer feels valued. Clients want access to real people, not just automated messages.
PERSONALIZE YOUR RESPONSES. Experian Marketing Services states that personalized emails deliver six times more transaction rates. Instead of using terse, stodgy subject lines, such as “Your request has been received,” try a friendlier tone, like “Hi—thanks for reaching out. We’re on it.” Don’t underestimate the value of a customized note.
MAKE USE OF FEEDBACK. Whether it’s an email, phone survey, or the “Contact Us” section of your website, feedback demonstrates that you’re listening, and gives your business an easy way to make improvements.
According to Forbes, 80% of businesses believe they provide excellent customer service, but only 8% of customers agree.*
*According to Gartner’s 2015 Marketing Spending Survey.