Senior Writer: Supriya Saxena
52% of marketers adapt their strategies and tactics based on customer interactions and feedback.
Customers are becoming more demanding when it comes to the quality of products and services they receive. When they can choose from thousands of brands, you must give them a solid reason to choose you.
Well, customer interaction is undoubtedly your way to glory. But, does it end after-sale and product delivery. The answer is a big- “No.” The key is to constantly refine and improvise on how you interact with your customers.
Let’s explore why it is essential to make every customer interaction amazing and how to nail it!
What is Customer Interaction?
Customer interaction is every communication that takes place between a customer and your company. While earlier, it was limited to customer agents and salespeople, the current scenario is very different.
From social media to live chat, e-mail, public discussions on forums and review sites, customer interactions are no longer limited. So, if you want to get the leading position in your niche, make sure that every communication counts.
Your customers will only stay with you if you surpass their expectations, offer them timely support, and empower their choices. Does that sound interesting? Eager to improve your customer service and boost sales? The following tips will help you do that and more. Ready? Let’s dive in!
- Work on getting customer feedback
- Guide customers rather than simply addressing complaints
- Make agent training a priority
- Go the extra mile
1. Have Specific Goals
“Begin With The End in Mind”
Before you start interacting with customers, you first need to develop a thorough understanding of your business niche. Here are some questions you will need to answer.
- What do you do best?
- What is your target audience?
- How do you best approach these prospects?
Once you have figured this out, it’s time to think about your weekly, monthly, and yearly goals. Now, you can start setting result goals to measure your progress and track them closely.
But, how will it benefit customer interactions?
When you have ample clarity on your goals, you can keep them in mind and talk accordingly with customers. Not only will it help you get more leads, but it also improves your chances of conversion.
2. Get Customer Feedback
“89% of businesses are expected to compete mainly on customer experience by 2021.”(Source: Customerthermometer)
Customer feedback is essential to improve your business strategies. So, you should always keep on finding ways to solicit feedback. For instance, you can send in surveys, call them, or add polls on your social media channels.
Regardless of how you do it, the important thing is to identify whether your business is meeting your customers’ expectations or not.
Use customer comments as your “Bible.” Yes, you heard it right! You will not only have smoother customer interactions but will also be able to improve your products and services.
3. Develop Faster Response Mechanisms
We all know that the early bird takes the worm. Similar is the case with customers. With social media communication becoming the norm, it is important to provide faster communication and be on your toes.
More customers are turning to Twitter or Facebook to voice their experiences online. They expect their favorite companies to respond between 24-28 hour gaps.
Wait, there is more to it!
While creating business reviews is a great thing, do not undermine the power of “word of mouth” When you manage to deliver quick and efficient services, your customers are more likely to spread the word to their friends and family. The result? More sales opportunities!
4. Leverage Cross-Selling Opportunities
“Cross-selling can increase sales by 20% and profits by 30%”– McKinsey.
It is a great idea to offer your customers something extra and exciting. But, what exactly is cross-selling?
Well, it is the act of offering new products and services along with those in which the customer has expressed an interest. It is a great way to increase sales without any additional costs of a marketing campaign.
Whenever you make use of such an opportunity, your customers feel that your brand cares for them. For instance, if your consumer purchases a camera, you can go ahead and suggest a sleek camera bag to go with it.
Sounds simple, right? The more you offer, the more sales you will receive. All you need to do is train your sales and customer service agents and look your business grow leaps and bounds!
5. Use Content Marketing
Are you of the view that good customer service is all about being responsive?
Well, to an extent, it is. But, you should also offer your customers knowledge related to your products and services.
For instance, if you are a call center solution, you can use your Linkedin or Twitter account to connect with your customers. You can share some great call center tips and even educational blog posts. Additionally, you can utilize Google Trends API, to gain insights into what topics are top of mind for your audience and tailor your content accordingly. This level of data analysis can help you stay ahead of the curve and ensure your content resonates with customers over the long term. Also make sure to include some visuals such as posters which you can create by using poster maker tools.
But, how will this help in the long run?
Well, your customer will get access to a knowledge base, and it will give them a place to go if they need advice. Moreover, it will help you stay on top of customer engagement and understand their needs better.
6. Create Referrals
Customers love incentives. The ideal way to gain referrals is to have your customers refer your business to friends and family and, in return, an incentive.
As per a study, customers who were referred by old ones were 18% more likely to stay. Now, you may think that doing is being salesy. However, it will help you bond better with customers and provide them with personalized services.
Here are a few ways you can get good referrals:
- Create a SaaS referral program with other providers so that you can exchange referrals.
- Make sure your current clients know about all the products and services you offer.
- Add a link to a form on your website to get referral submissions.
- Provide valuable content your referral sources can share with their network.
- Update your LinkedIn profile and stay connected with your contacts regularly.
- Invest in sentiment analysis tools to know what your customers are saying about you.
7. Train Your Front-Line Staff
“Great salespeople are relationship builders who provide value and help customers win.”
Well, this sounds fancy, but it is the need of the hour. You must not forget that the heart of your customer service lies in the hands of your front-line staff.
Your employees are the face of your business, and if trained well, you get to define how your customers perceive your brand.
Make sure your agents are skilled at conflict resolution, have winning personalities, and can exceed your customer expectations. This simple but effective tip will let you have better interactions with customers and increase sales exponentially.
8. Appreciate Your Customers
As a business owner, you must educate your agents on how to give credit and validate your customers and avoid playing the blame game.
You will encounter different customers in your day-to-day life. Some will be angry, some enthusiastic, while some will act like they know it all.
It can get tough dealing with them. Here are some phrases suggested by Call Centre Helper, your agents can use to make your customer feel at ease and seal the deal.
- For the Angry Customer
“Thanks for being so honest with me about how this is impacting you.”
- Loyal To The Core Customer
“I can see that you’ve been a loyal customer, that’s really great….”
- The Dynamic Customer
”It’s nice to speak to a customer who has been so proactive.”
- The Ms/Mr. Know It All Customer
“I can tell that you’ve done some excellent research.”
9. Showcase Results
As a business, walking an extra mile for your customers is essential. It will help you change a stressful or ordinary experience into a positive and memorable experience.
Wait, there is more to it!
Your role doesn’t end here. You must make an effort to highlight your brand’s ability to empathize with customers.
Showing that you care about your customers will help them build a positive brand image and even improve your customer interactions. Subsequently, it will lead to better conversions and generating more revenue.
10. Take Advantage of Negative Feedback
“95% of unhappy customers return if their issue is resolved.”
Nobody likes to hear negative comments about them or their business. But, instead of getting hurt, you can consider it as an opportunity to improve your customer’s overall experience.
No one has a perfect business and the perfect customers. Addressing a complaint or bad experience is proof that your customers’ voices are being heard and that each individual is a valued customer.
But, how do you turn it around?
All you need to do is increase engagement and build customer loyalty. The result? Happy customers and more sales!
From Customer Interaction to Loyalty
In the era of ever-growing competition, the way you interact with your customer defines your business. Every interaction brings in an opportunity to grow your business.
There will be good days and bad days, and it is normal to make mistakes. A bit of planning and well-thought-out actions can work wonders. A happy and loyal customer is what counts the most.
Customer interactions are much more than having a great image on social media or mastering language skills. The onus of bringing revenue and onboarding customers lies on the shoulders of agents. These tips will help them take their skills to a higher level and serve customers better.
What makes customer interactions effective? Share your views in the comments below!
- Communication is the Key
- Cross-Selling = Expansion in Customer Base
- Shorten Response Time