1) Communicate as if you were human
One of the main complaints about customer service is that it is robotic and unnatural, even when the user is interacting with people and not answering machines. It turns out that companies are hell-bent on training their employees to memorize greetings, sales pitches, and apologies, while customers want genuine answers. In fact, according to the aforementioned study, 83% of consumers believe that talking to a person will always be important in customer service . In addition, the more complex the problem to solve, the greater the need for personal treatment.
So when you talk to your customers, try to make the communication as “face to face” as possible. Be sure to use their names, use humor if appropriate, and be polite but natural. Showing empathy will greatly help you connect with your customers.
Do not miss any opportunity: all interactions allow you to attract and retain customers. And little by little, repeated interactions build the relationship. Think for a moment about your personal life: the people you build the strongest relationships with are the ones you interact with often, right? Well, the same goes for brands.
Therefore, to attract customers, your goal should be to maintain fluid communication , truly listening to your customers and reacting based on their response. Quality communication will be the touch that will differentiate you from the competition.
Learn more about this topic by watching the video on how to attract and retain customers.
2) Know your customers
The ancient Greeks already said it: “know yourself”… or, in the case of companies, know your customers. The process of attracting and retaining customers has a lot to do with sales: you need to know the name of the person you are talking to, what they need, when is their birthday and even the breed of their dog.
How can you get all this information? The key is to continue the conversation after the transaction . For example, if your company is dedicated to B2B, you can search for the user profile Cape Verde Email List on LinkedIn or the professional page of your client. Once you have this information, you can start thinking about ways to add value: recommendations, content, training…
In today’s business environment, the easiest way to distinguish yourself from the competition is through the customer experience , not the products or services you offer. Giving the customer an increasingly personalized relationship will make them remember you.
3) Take full advantage of user complaints
Improving customer acquisition and loyalty requires a change in attitude. Complaints and negative comments are not an unbearable nuisance, but an opportunity to find out what your customers really think of you. Personally, I prefer a thousand times that a user openly complains than abandoning the brand without giving any explanation.
Negative reviews are what help you improve TR Numbers your services, give you a chance to redeem yourself, and help you avoid potential online reputation crises. But for that, you have to learn how to handle them correctly.
The next time a user complains, take it as an occasion to solve their problems. Listen to him, get the information you need to solve the problem and act quickly. Apologize sincerely, thank the customer for sharing their problem, and promise only what you can deliver. If everything goes well, you will have managed to retain a customer forever.
