This article is contributed by Jason Dirkham.
In an age when reviews and recommendations play an increasingly integral role in consumer decision-making, it’s crucial to prioritize customer service. One of the most important aspects of delivering an effective service is communicating and engaging with clients. If you’re looking to strengthen the connection with your clients, here are some customer engagement tips to take on board.
Talk and listen
Communication should be a two-way street. If you’ve asked customers for feedback, make sure you listen. Interacting with customers should never just involve talking. Listening is equally important. If a client has concerns, there’s every chance that the same issues may be raised by another customer in the future, and addressing the problem could prevent this from happening. If you take a moment to listen to what a client has to say, this will also create a positive impression and make that person feel more important and valued. Many businesses go all-out to attract new clients, but you should always go the extra mile to keep hold of loyal customers, as they are the people that will champion your cause and recommend you to friends and colleagues.
Learn about your customer’s preferences
If you’re looking to interact with your customers, it’s wise to take the time to learn about their preferences and requirements. You might find that some people would rather be contacted via email than by phone and you may come across feedback that encourages you to diversify the content you share, for example, including clips with subtitles and video captioning. It’s vital to cater for your audience and to do this, you need to know everything there is to know about your customers. If you’re operating in different countries, you’re targeting specific demographics, or you’re looking to revamp your marketing strategy, talking to customers, reading comments and looking at survey results will help to build bridges and improve outcomes.
Put yourself in your customer’s shoes
Everyone has experience of being a customer. If you’re looking to increase sales, attract new customers and improve client retention rates, use your own experiences as a consumer to shape the way you operate. Think about experiences that have both impressed you and made you think twice about using a business again. Add a personal touch. Even the smallest things like greeting a customer by name or sending out personalized emails can make a difference. If clients don’t feel valued, they may consider looking elsewhere. It’s always worth remembering that the service you provide can let you down, even if the quality of the product is unrivaled. If you’d had a meal at a restaurant and the service was slow and the waiting staff was rude, disinterested or aloof, you might not want to go back even if the food was fantastic, for example.
The number one goal in business is to ensure your customers are happy. Today, communication is key, and there are so many ways to build relationships and interact with both existing and new clients. If you’re looking to make positive changes, bear these tips in mind.
This article is contributed by Jason Dirkham.
