Tuesday, December 2nd, 2014
It’s generally accepted that it costs less to keep an existing customer than to go out and have to find a new one from scratch. So with that in mind, how do businesses go about improving their customer services process?
In short, follow up, communicate (communication is a two way thing – you have to listen too!) and in particular, make sure that your customers are happy with the service or product purchased.
Eavesdropping on your customer is no longer frowned upon, well not if it’s done by monitoring social media channels anyway! Monitoring these channels for brand mentions is a great way to gain valuable insight into what people think about your brand or service, or and maybe even gather data on your industry as a whole.
These days, social media should never be used to constantly bombard people with marketing messages; it can, and should be used as a constant barometer of a company’s reputation. The trick is engage in conversation as and when necessary, answer questions, give thanks for praise received and profuse apologies and solutions for any problems your customers have encountered.
In short, by seeking to minimise any negative feedback through becoming pro-active rather than reactive, it should be possible to improve customer services and thereby increase overall retention rates.
So, why not let us help you with that? Give mplontact Sutton Coldfield/Birmingham a call on 0121 362 7001 (or use freephone 0800 018 6009) to get started today.