Enhance Your Brand Reputation with Better Customer Experience
As business is in a transformational process, technology is disrupting every facet of how business is conducted. However, companies should not forget that customers still remain at the core of any business strategy. Furthermore, when customers shift their behaviour, your company should also adapt to their changing habits.
While this digital disruption is taking place, it’s a great opportunity for many businesses to quickly adapt and stand out from competitors. You only need to take steps that pull your customers toward you. Here are some tips to beat your competitors through customer service innovation:
Have Customer Support on Different Channels
Every time a customer contacts you, it’s an opportunity to mold a positive impression of your business. As the digitization process is already running in full force, customers expect a brand to be present across multiple channels that provides a consistent experience, including the online, mobile, and in-store experience.
When devising your social media strategy, carefully consider which channels are important for your strategy and where your customers usually are. Make sure that your brand has the same tone of messages, similarly branded content, and quick customer support across all platforms.
Analyse each of the selected channels to know where customers reach out to you more often and plan accordingly, since consumers now expect quick responses from any business. There is a risk of struggling to manage many channels simultaneously and causing a bad customer experience, hence, negative impressions on social media.
Don’t Mill Over Aspects You Can’t Change
The competition is present in every industry and every organization has its set of strengths and weaknesses. It’s important to learn from your competitors as well and see what works for them. At the same time, keep in mind that what works for one business might not work for another, due to different target markets or other circumstances.
Accept any limitations your business might have, but strive to deliver the service your customers expect and your team can deliver. Nobody can jump over their head.
Authentic Before Automated Responses
Customers are becoming more tech-savvy and stringent about the ads and promotional messages they receive. With so many promotional content directed at consumers over all channels, they are increasingly filtering out any communication which seems untrustworthy or automated. It’s now relatively easy to spot automated replies from customer support or quasi-personalization with the name in emails, branded content, etc.
To avoid losing yourself in the crowd, be as authentic as you possibly can with your communication, and more so in customer service efforts. Give a quick response, understand the customer’s issue and properly assess it before sending out automated responses. A personal response will generate confidence and customer loyalty for the long haul.