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Approaching Uncertainty

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Why customer service is your real growth engine

Posted by Shivali Anand

August 19, 2021 | 4-minute read (645 words)

Some entrepreneurs believe the quality of their products and services is their most valuable offering, but customers may disagree. A recent Salesforce study found that 84% of customers consider a company's customer service to be just as important as its services and goods. The survey also found that 66% of customers would pay extra for a better experience and that 73% want firms to understand their needs.

You're feeling the pressure, aren't you? Good customer service is no longer a distinguishing characteristic but rather a standard for all businesses. Poor customer service can land a business at the bottom of its industry’s competitive set.

Use customer service strategies that are proactive, not just reactive

People often mistakenly think that customer service comprises a reaction to a problem that has already occurred. For example, customers contact customer support if they've lost a package. The client already has a problem, and it's up to your team to rectify the situation and ensure they have an excellent user experience. An effective customer service plan must include corrective action, but it isn't the sole component of customer service.

Customer service begins with your first contact with a customer. This first impression will be a decisive step in developing a relationship with a consumer. If the first point of contact is online, be sure your approach is tailored to their requirements by employing targeted marketing tactics.

Making personalized connections necessitates that you have relevant data about your consumers. You need to understand what sorts of stories they want to hear about your company. Your message should be sincere and compelling, and it should promote communication from the start. Prospective clients' feedback should be of the utmost importance, and you should continue your dialogue with them once they become customers to demonstrate their value to your business.

Remember, however, that not every customer care approach needs to be based around tech solutions, like tailored messages. If you want to impress consumers, consider going old school. The fact that so few firms bother to write a handwritten thank-you card, for example, may wow your clients.

Businesses should anticipate customer needs

Anticipating what your consumers will want and need is another facet of the proactive approach. As soon as you learn about a major Windows update, for instance, arrange an appointment with your client’s IT staff to check that their security systems are up-to-date and to install any other upgrades they may require.

If you're sharing information, make sure it's relevant to your consumers' requirements, not just your those of your own firm. If your company's ad doesn't address a customer's problem, it won't go far. When you announce that your catering firm is the best one in town, that puts the focus on you. Instead, advertise that your services could help consumers save an average of 50% to speak to what they want. Or present a case study of how your brand made a customer's life simpler.

Bring the message to your workplace

You can't switch on outstanding service and a pleasant attitude while with customers and switch it off when they aren’t around. Instead, shift your customer-focused mentality inward and treat your employees, colleagues and vendors as well as you would treat customers. This attitude will permeate your organization and ensure that everyone maintains the professionalism you've established as the standard.

Your internal procedures should likewise be customer-focused. Perhaps you designed your website to attract more consumers, but do they find it easy to navigate? And it shouldn’t only encourage them to purchase. Companies should include FAQs, information on product returns and service requests, and simple ways for consumers to contact you quickly.

Everything you do should revolve around client service. The more you put the client first, the more likely they will tell others about your company's service, which will in turn fuel growth and sales.

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Ideation

Why customer service is your real growth engine

Use customer service strategies that are proactive, not just reactive

Businesses should anticipate customer needs

Bring the message to your workplace

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