New customers can come from two sources; you as a brand or satisfied consumers.
Do you think you have full control over your business? Unbelievably, customers also have a great influence over your business. Remember that a great brand has a good reputation. What makes a product or service attractive is the high standard of customer service equal to its superb quality.
If there are ways to improve customer experience, how do you do it? Here are four of them.
Focusing on Reputation Management
According to HelpScout, news of bad customer service reach twice the number of people compared to the good news. In addition, it would take 12 positive experiences to resolve a negative experience. Indeed, prevention is better than cure. In business, it’s cheaper and more convenient to troubleshoot now than to pay the consequences later.
More than half of the general public perform research on a business before they make transactions. And many would refuse to engage with a company because of negative news. Buying is largely based on customer experience, and attaining positive feedback from past customers means good business.
Always seek to improve your company’s customer service. Make sure that when a visitor comes in your store, he or she comes out happy. When a customer raises an issue about your brand, don’t wait for a week to resolve it. Have someone focus on managing such issues and make sure he gets the job done.
Lastly, boost those that support your brand. Go the extra mile on the “PR,” because you may need it someday. You’ll never know when you’ll need the extra ammo.
Being Known for Good Customer Service
If in most western countries, “The customer is king,” then in Japan it’s “okyakusama wa kamisama desu,” a Japanese proverb that says “The customer is god.” Omotenashi, or the so-called “art of selfless hospitality” is one of the major cornerstones in Japan’s culture of excellence. It is practiced in ancient households and in modern Japanese establishments.
70 percent of buying decisions are based on customer experience. And being popular for treating customers well, just like in Japan, is a sure way to attract customers. The way you manage your business does not only affect customer loyalty but store visits as well.
Observe good hospitality offline and online. Just like the Japanese, anticipate the needs of your customers, be polite and most of all, be patient.
Connecting with Customers Through User-Generated Content
Instagram and YouTube are some of the online platforms that provide a huge impact on millennials. Bloggers and vloggers from these platforms may not be marketing professionals, but they have become reliable sources of millennial customers. More than half of Instagram’s 300 million users are millennials and over 60% of all age groups prefer a brand recommended by a YouTuber than a marketer in TV.
Since millennials trust User-Generated Content (UGC) 50% more than any type of media, it could be proven that UGCs are effective marketing strategies.
Social proof is one of the most influential motivator for new buyers. When doubting an item online, a customer typically looks for product reviews. There, he sees a balance of positive and negative feedback. When a user gives a negative review about a purchase, it is assumed that other customers can avoid the same situation. Product reviews have a genuine tone to it that millennial customers seem to trust. Those who write them have that voice, making millennials more eager about purchasing a product.
Employ UGC in your business. Invite customers to review and respond to them. And if you are bold enough about your brand, hire bloggers and vloggers who have a large audience to review your products.
Leveraging Social Media Marketing
If you are or have a brand, you want to be in the thick of customer conversations whenever they discuss needs and wants. Through hashtags or search-related tools, social media lets you engage with customers who are talking about your brand. Through them, you find more about your prospects as well.
If you want your business to grow, knowing what customers think about your brand—with or without their feedback—is fundamental. Social media connects you with customers and helps you track your relevancy. More people are active in social media today, and almost half of customers who reach out to brands online expect a response within an hour. Social media helps you practice customer service more conveniently.
Social media apps are fast and convenient ways to connect to customers. Practice efficiency and use those advantages to improve your business. With reputation management via social media, you address negative comments and experiences, as well as provide muscle on customers who share and relay positive posts about your brand.
Customers have powerful voices. Whether you like it or not, their opinions will always matter. What they say can improve the growth of your business.
For the most part, you are responsible for what buyers say about your brand. How you manage your business and take care of your customers should be your priority because that will determine the fate of your business for a long time.
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