Customer experience is everything for a brand/company. That interaction plays a crucial role when people share their reviews with their friends, colleagues, or family members, either positive or negative. Word of mouth is crucial for your brand, especially if it is just starting off. It carries a level of trust with it. However, this is earned, not bought. You cannot buy a customer’s loyalty and trust; you can only win it and build it over time. How do you do it? One of the key factors is customer service.
In this article, our partner app Tada shares their experience on how to increase customer loyalty and build better customer relationships. Tada is dedicated to email marketing, with the app you can create and execute effective email signup popups and gamified popups to boost subscribers and conversions.
A customer experience is more than just good customer service. Enhancing customer experience includes making sure your customers have the best possible service. Customer service is also about all the communication before, during, and after the purchase. There are two kinds of Customer Experience Interactions:
Direct Interactions: These are initiated by the customer through their journey with your brand/company. This may include speaking to customer support or using your product.
Indirect Interactions: This happens when a prospect has an interaction with your brand without a direct approach either from your side or theirs. This could include a referral, word-of-mouth, or viewing your products via social media, reviews, ads, etc.
Customer service is very much an integral part of the customer experience. Utilize it as a tool to move your eCommerce business headlong. Here are some ideas on how you can build and enhance your customer service to attract new customers and retain the old ones.
Building Relationships with Personalization
Research confirms that customized experiences can increase sales up to 20 percent. Personalizing interactions provide an opportunity to increase your customer’s trust. Automation is like a staple when it comes to service delivery. But, personalizing the customer experience is a unique way of differentiating your business from your contenders.
In the end, it is essential for every customer to feel special. They need to know that your brand cares. Hence, a generic, basic email won’t work. Serve your customers with great personalized content to motivate them to make a purchase. It could be social media, email, or a pop-up. Nudge your buyers towards your desired outcome.
With Tada, you can create customizable pop-ups which come with eye-catching designs and attractive features for your target audience, thus increasing their engagement. So, work towards customizing the bond.
Rewarding Loyalty
To increase the CLV, bring brand loyalty to customer experience. It is the loyal customers who have a stronger interest in your business. They could easily become the advocates of your values and mission. When you build a lasting bond with your customers, they become loyal to your brand and recommend your brand everywhere. This can translate into revenue for your brand.
But, limiting your reward program to just discounts isn’t enough. You should give them something of value. Offering your loyal customers a reward or exclusive content is a powerful tool to build brand affinity. This could include a free gift basket, cashback, or few VIP tickets to an event. It is important to note that these rewards should not be flimsy promotional items. Developing a loyalty program is a sure-shot way of retaining customers and building a loyal consumers list.
Create a Driven Team
It is unarguably important that every member of your team is aware of the company’s mission, goals, and objectives. Work with them to build a strong customer experience strategy. The idea is to equip your team with the right skills to make appropriate decisions. Build a dedicated team to handle customer service, evolve new channels and gain customer insight.
Losing a customer is easy when marketers lack the skills of handling a consumer and addressing their needs in the right manner. Digital customer experience is an integral part of the marketing playbook. Overlooking or neglecting it could cost your brand. There will be times when internal issues will arise during collaboration. It is in these times when open communication in teams is crucial. Encourage and train your teams to handle such situations effectively.
Key Takeaways:
- Great sales are all about providing an experience to your customer that enlightens and inspires a desire to make a purchase. It is essential to comprehend your customer’s journey and tailor your message to give them a wonderful experience. Your customer may forget about a product, but they will never forget how you made them feel when they had an issue or wanted a concern to be addressed.
- Complex or premium services heavily rely on the relationship between the potential customer and customer service executive or salesperson. Your team should be genuine and equipped with all the key tools, skills to inspire and inform the prospect.
- Your customer experience journey is constantly under review. Keep finding ways to communicate with your target market effectively so that they feel both safe and confident with your brand.
