Customer behavior is strongly influenced by emotions and by how they feel they are treated when interacting with a brand, whether at the time of purchase or in their post-sales relationship.
- 70% of the customer’s journey is based on how the customer feels they are being treated.
- 68% of consumers say they are willing to pay more for products and services from a well-known brand that offers good customer service experiences.
- The probability of up-selling and cross-selling to existing customers is 65%. For new customers, it is only 12%.
Building customer loyalty should be as important, if not more important, than acquiring new customers. Your goal is to make them fall in love with your brand. Here are some tips on how to do that:
1. Put your customer at the center of your brand:
Although this advice to be ‘Customer Centric’ may seem a bit trite, the truth is that it is the basis of any good customer experience.
Put aside the ‘How’ and ‘What’ and focus on the ‘Why’. Why do my customers need this or that? Why do I need to improve this to make my customers happy? First, understand their need and then establish how to fulfill them.
What is it for?
You will be able to implement new strategies that satisfy the customer’s needs, making them feel that they are listened to and that their opinion count. That will increase their loyalty.
Tips:
- Analyze the complaints, comments, and suggestions your customers can leave you on different channels.
- In the Contact Center, analyze satisfaction surveys.
- Make quality management to the interaction of agents with customers (use call recording, agent’s desktop, etc.).
83% of customers agree they feel more loyal to brands that respond to and resolve their complaints.
2. Make sure you offer them EXCELLENT and ON-TIME service
magine that every time you make a date with the person you like, he/she is always late and has a bad attitude. After a while, you will stop liking that person, and another one will come along who not only likes you, but also treats you well. After that you think about never going back to that bad date.
It’s the same with brands. If a customer feels poorly treated and dissatisfied with every contact they have with your company, no matter how much they love your product/service, they will get upset and leave with your competitor.
73% of customers say that friendly service is a factor that makes them fall in love with a brand.
Times responses is another esscencial factor. Customers are tired of waiting in line for long hours with that musico or ringtone, that after a few seconds becomes intolerable.
75% of customers rated speed as the most important part of the experience.
Tips:
- Offer your agents training on customer experience.
- Implement gamification tools that encourage your agents to give their best.
- Use scripts or arguments to guide agents in each interaction.
- With facial/voice biometrics you can identify customers in less than 3 seconds to speed up the average service time and solve their problems more accurately.
- With AI you can set up automatic responses.
3. Give them the opportunity to be self-sufficient
- 40% of consumers now prefer self-service to contacting a customer service employee.
- 50% of customers consider it important to solve product or service-related problems themselves.
Extreme dependency is any relationship is detrimental to both parties and can affect the long term. This includes the relationship between brands and customers. In this case, self-service offers some advantages that traditional customer service cannot.
It can greatly reduce service time, especially once customers become familiar with the self-service options available.
When they take charge of their own service interactions, they develop confidence in your products and services.
Tips:
Today, omnichannel self-service combines proven technologies with conversational AI, information from knowledge bases, video collaboration, interactive voice response (IVR), CRM platforms, voice recognition, identity authentication, and voice activation technologies. These use a multitude of AI, machine learning and natural language processing technologies.
4. Communicate with them through their favorite channel
Companies that focus on omnichannel customer service retain an average of 89% of their customers, compared to 33% of companies that lack this service.
For today’s businesses, it is incredibly important to be where their customers are, whether online, offline, through social media, etc.
75% of today’s consumers expect to receive a consistent customer service experience at every point of engagement, whether it’s over the phone, in person, online or on social media.
It’s not enough to deliver omnichannel communication; it also needs to be consistent. You must manage all interactions from an end-to-end platform, don’t lose sight of context, automate responses, and combine human attention with chatbots.
Tips:
- Design strategies that integrate several interconnected communication channels for a homogeneous experience.
- Identify which channels to use according to your customers and choose a technological partner that will provide you with the right solution to integrate them.
- Integrate social media and chat messages into the single Contact Center queue and assign them to the most appropriate resource at the right time.
- Have your contact center agents and supervisors trained to manage this type of campaign.
Do you want to make your customers fall in love and gain their loyalty? We can help you! Book a FREE consultation.
