What is one aspect of the market you have complete control over? Customer service.
In my book Repeat Business Inc.: The Business of Staying in Business, I write that to grow market share and increase customer loyalty, you must commit to providing unforgettable customer service and resolving any problems that come up to the customer’s satisfaction. You want to be the company that is keeping customers because they believe that you genuinely care about them.
This essential principle is a common thread through five recent articles I am sharing this month.
Common customer service mistakes include failing to acknowledge customers when they enter your business and forcing them to go from one employee to the next to find the help they need, writes consultant Micah Solomon (@micahsolomon) for Forbes. He offers solutions to these and other service pitfalls.
Regardless of their position within the company, companies need to train employees to focus on customer’s needs and to be able to answer basic questions when necessary, writes CustomerThink’s Anand Srinivasan (@customerthink). “Your in-house staff should always have the basic knowledge of the functions of your business,” Srinivasan advices.
Before you set out to improve customer loyalty, decide what that means to your business first, writes startup consultant Andrew Deen (@AndrewDeen14) for Equity.com. Showing your company’s gratitude with incentives and attention to customer service will help increase customer loyalty, he suggests. Other useful strategies include a truly unique selling proposition and increased transparency, especially where ethics are concerned.
Emotion is key to winning customer loyalty and a measurable component of the customer experience, writes digital marketer Martin Powton (@iamwizu). For his article on CustomerThink. he shares insight on defining metrics, measuring emotion in real time and using the results “help internal stakeholders identify when experiences turn bad and give them a chance to salvage these experiences instantly.”
Advances in technology, AI and social media offer an array of tools for improved customer service solutions, but the fundamentals unchanged, writes Shep Hyken (@Hyken). Customers just want to be taken care of. “The customer’s expectations haven’t changed. They just want to be taken care of, regardless of how you go about it.”
What are you reading? Share your must-read customer service articles in the comments below and @RealPaulRutter.