All business owners would like to think of themselves as providers of excellent customer service. In today’s world of instant reviews and a wider world for word of mouth, customer service is quite possibly a business’s biggest differentiator from their competitors. If customer satisfaction is your goal, then great customer service will get you there. Here are three ways to increase consumer engagement in 2017.
Focus on going mobile.
More than ever, social media is a huge part of your customer service model. Particularly among a generation of young adults prone to like, tweet, and Yelp about a business. Remember to carry through on your customer service goals wherever your business has a presence – in person and online.
Additionally, focus on doing mobile right. In 2017, mobile-first demand will increase. More companies will implement customer support and analytics designed around mobile messaging, text, loyalty programs and apps. Insights from these analytics will allow your business to better communicate with and serve these customers (millennials and others) who are using mobile devices.
Create an experience.
Both online and in-store, retailers should be a destination rather than just a store or web address. Customers generally do not remember the product or even the marketing that drew them initially to a website. They remember experiences – the culmination of interactions they had at every stage of their transaction. Appeal to what interests your audience by using technology. Interactive kiosks and digital signage are both technology options that attract and engage customers.
No matter the size of your business, it is important to create personalized experiences that your customers will remember. Whether in-store, online, or post-purchase, a customer’s experience will ultimately determine their future shopping habits.
Use the tools available to you.
There are a lot of marketing tools out there that can make creating a personalized experience for your customers much easier. For example, pay-per-click advertising and social media marketing can be leveraged to create awareness for your business and inventory. Fun email marketing, blogs, and FAQs help answer the questions your customers are asking along the way. When you’ve taken the time to understand who your customer is and what they are looking for specifically, you can use these tools to produce better results for your business.
And remember, creating an amazing customer experience doesn’t end with the purchase. It extends into customer satisfaction and follow-up afterwards as well. Facilitate feedback. Analyze your customers’ experience through social media responses, behaviors and questions post-sale, and recurring purchases. In order to have effective customer service, you must know what your customers want, provide it to them on a consistent basis, and ask them how you are doing.
When you are looking to outpace the competition, customer satisfaction matters. Focus on who your customer is – millennial or otherwise, their experience, and their feedback. By creating signature, personalized experiences and embracing new technologies, you will better engage existing customers as well as expand to new clients throughout the new year.