It is not easy to dig into the mind of today’s customers. It requires you to go into great details beyond the external surface visible to everyone. You need to imbibe valuable lessons as takeaways for you, as a business for making customers happy. Customers are the backbone of your business and you need to satisfy their needs and expectations, as they have so many others vying for their attention.
In fact, customer service is the key differentiator for the majority of businesses. The truth that stands out is that customers crave personalized service and if you are able to provide them all of that without any issues with perfection in a cost effective way, you stand a chance to be their preferred product out of zillion others. They want to be heard and remembered with a touch of human value. Here are some of the ways in which you can personalize your customer’s expectations:
Collect Personalized Info about your Customers
The first step in personalizing your customer service is to collect relevant customer information. The most effective way to do that is through customer relationship information (CRM). However, for small businesses which are newly starting out having a detailed spreadsheet is a great way to begin this objective.
Besides having their basic details, such as name, email address/contact info and purchase history behind them, start considering other details which might be required by you for improving their overall experience. This is an excellent way to initiate the process of creating a loyal customer base.
Reward your Customers for Valued Feedback
It is quite necessary that you receive an honest feedback from your customers in order to know how you are doing regarding your product or service. This is extremely important as it gives you the opportunity to improve upon the existing procedures in your company. You should consider rewarding customers for providing you an honest feedback and also give them due credit on social media from time to time.
Offer them a Loyalty Program
Customer Loyalty programs and reward programs are something which encourages a customer to stick to your brand while shopping. These are long tried/tested methods and have been quite successful till date. Some of the traditional ways to go about are to offer discounted credit card usable within the store or even online shopping or frequent flyer programs. Free or discounted shipping offers and other incentives for old time customers are also valued a lot. Discovering new and creative ways of rewarding them for being loyal to your business will surely result in creating an increase in positive vibes for your brand. Simple gestures go a long way to let them know that you appreciate their business.
Having automated replies to emails or to phone calls often disappoints a customer. Customers usually appreciate personalization from their service providers. Whenever you can, always respond to customers by addressing their names and specific details regarding their purchasing behaviors/history while addressing their issues or concerns. While responding to their grievances and complaints, it is always advisable to personalize the message in the email.
Go that Extra Mile they Deserve
Going beyond normal expectations is what sets your brand apart from others in the mind of your customers. This can be illustrated by the fact that personalized programs which remind customers about important dates and deadlines to be achieved are significant factors for achieving customer personalization. Reaching out to random customers for their feedback and to know whether they were satisfied after receiving their order is a productive way to make sure about ensuring that your customers are happy and satisfied.
Personalizing your Social Media Outlets
Your social media channels should contain all relevant information regarding the company. Place relevant articles on the website with the correct information about your niche. Relevant sections within the website, including FAQs which highlight possible queries posed by customers while processing the order or post-delivery will provide them with a variety of solutions to their concerns.
You should include the latest information on the website as well as on all social media platforms. If there is a special offer or a sale going on, you should be able to promote it and to let customers know about it. Providing informative manuals and “How-tos” on the website also gives them an opportunity to get what all they are hoping to find while using your products.
Ensure all the Best Practices
It is critically significant for you to gain insights about your customers and to follow best practices. Do not go over the board or overdo personalized customer service while pushing boundaries of interaction. Make sure that you also have the knowledge about their preferred mode of communication to avoid being their source of annoyance. All your communication addressed to them should be adhered to customer preferences and fulfilling your marketing objectives.
Help your customers online by having instructional messages which are based on their past behaviors. Giving them helpful tips along the way is a sure shot way to help them make the most out of your service. You can also analyze their behaviour and figure out if they need any kind of help through a chat system within the online app.