Looking for ways to draw more business and grow your customer base? Start with customer service. Put it into perspective: when someone shows care and consideration for your feelings and experiences, is it easier for you to trust that person?
The same situation applies to the business-consumer relationship: when you treat your customers well, you make it easy for them to trust your business.
How is trust relevant to customer service?
They go hand-in-hand. 83 percent of consumers will recommend a trusted company to others and 82 percent will continue to use that brand frequently, according to a recent article by Forbes.
Therefore, customer service facilitates trust, and trust facilitates the attraction and creation of a loyal customer base. Since your customers purchase from you, you also pave the foundation to increase your business’ sales.
What happens when you neglect customer service?
You run the risk of losing customers, and a lot of them. 89% of people will stop doing business with a company if they experience poor customer service. Can you imagine how that would affect your sales?
To avoid losing your customers and your money, ensure your customer service is up-to-par with these four tips:
1. Make Feedback Easy
Not only should you encourage your customers to make suggestions, you should make it as simple as possible for them to do so. Listing your business across review sites or dedicating a section on your website for customer inquiries is a great way to start. By giving your customers a voice, you empower them to be heard… which brings us to the next point.
2. Listen Well
Now that your customers have a voice, listen to them! People who have invested money and time with your business deserve to be heard – if they have a concern, comment, or question, take it seriously. If it’s constructive and genuine, implementing it into your business could lead to more satisfied customers down the road.
3. The Customer is Always Right
Acknowledging and pledging to resolve any negative experiences or issues that a customer has with your business is mutually beneficial – the customer walks away satisfied, while simultaneously leading more customers to you. Ensuring customers they will be taken care of every step of the way, including after they purchase, will create security and reassurance that purchasing with your business is the right decision.
4. Exceed Expectations
Give your customers all of the information they need to make the most informed decision when choosing to spend money with your business. Maximizing your online presence is the best way to start; 93% of people research a business before ever setting foot in the door. By giving them information they’re looking for online, and ensuring that it’s consistent with what they experience when they arrive in-store, customers are not only more likely to trust your brand, but follow through with a purchase in-store.