If you think coming up with the perfect strategy for a successful business is enough to break through the overcrowded wannabe best business owners, think twice! Even if your product has so much more advantages than the ones of your direct competitors, that’s never enough. You also have to pay attention to your customer service department even more than you want to focus on your creation: the product. Because without a public, you do not have a solid foundation for your company. Without customer satisfaction, your project will sink into oblivion even if it has such a great potential.
But rest assured, we are here to help you in your quest to conquer the hearts of your customers. We’ve been around the block for some years now, and we want to share our customer care experiences with you. After many sleepless nights that resulted in many failures, we‘ve discovered the formula for the best customer satisfaction results.
No.1 rule: Create your customer persona, starting today
If you haven’t done this yet, forget about your schedule for the rest of your day and take action in this direction. It is important to know from the beginning to whom you are addressing and what kind of brand voice to choose. First of all, make a list with every possible factor that can be personal attributes: age, gender, hometown, education, hobbies, workplace, values, skills, fears, salary, etc. Narrow them down to top 20 features and put them into questions. Spread this questionary through every possible means: website, social media, send it through email to your email list, make phone calls, etc. It is prerequisite to gather as much information you can about your prospective clients.
Furthermore, you can also appeal to social media: check every social profile of everyone that interacted online with your brand and add the information you get your hands on to your database. After you take a step back and observe all these traits, find the common behaviors that pop up from your database. What is the age range, the top five demographic spots, the mindset of this particular category of people?
These common features will ultimately become the traits that describe your customer persona. What next? Well, an out-of-the-box strategy is to print a picture of a man that stands for all these traits, post it in front of your desk and every time you answer an email/ customer comment, imagine yourself speaking with that man.
Don't ever stop learning about your customers
Your company will grow and so does your client. Once you establish a relationship with your clients, you become a big, happy community, like a family. But having a family is not all just smiles and hugs, you must always be aware of every member of it. So, here is a tip on how to always be a step ahead of your customers: repeat the client persona creation periodically. In what way have your marketing strategies affected your public?
Always ask questions: a fun way to find out more about your clients is the survey. Every time someone gets in contact with your product, send in your survey. A great way to make up for the time spent by the client for your survey is to give an incentive after they finish answering all your questions (and it should be something to do with your product, of course!). For example, the Jack In The Box survey offers you two free tacos within a week completion.
Put all that into practice
Now that you researched everything there is, quickly apply all that you’ve learned! Adjust your brand voice to your customer persona and start even a rebranding if necessary. Be there for your client in any possible way: at your business locations and online. Create a thorough online customer care system that never fails to answer any comment within 24 hours. Be empathetic and surprise your clients when they least expect: organise contests with generous awards, giveaways, random lotteries, keep them on the edge of their seat with your surprises.
And most of all, do not fall for the most popular pitfalls: ignoring negative feedback. This kind of feedback, however angry it may be, is the most useful for you. This way, you find out where and how you can improve your product. Don’t forget to escape greediness, and comfort the dissatisfied client with a bonus.
Bonus tip: Happy customer care agents equal happy clients
Your customer care department is as important as any other department. Invest as much time as possible in your attempt to find the right persons for the job and even create a cyclic training process. Draw out the best from their experience and learn how to avoid the most common worst practices. To boost their confidence and their friendly personality, implement a bonus system: every time they make a successful customer care story, they get to a substantial reward. You can go even further and create amazing opportunities for promotion to lift the spirits. After all, who else can bring joy to one’s life if not a happy person?
So these are the four stages to go through if you want to attain the perfect formula for best customer satisfaction results. You will get to have a reach customer interaction that will enrich even your personal life. Share your own customer care experiences with us in the comments bellow as we are sure we can still learn something new from everyone. And most of all, do tell us in which way this article has improved your business.
By Amanda Wilks
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