Making Customers Love Your Brand – Yes, It’s That Easy
By: Rabia Tanveer
Ever wondered why your competitors are snagging up all the customers? Have you ever asked yourself, what do they have that you don’t? The consumers are more intelligent than they used to be. They do their research before they come to your place of business to buy anything. This could be the golden opportunity for savvy businesses that are not afraid to take chances and risks.
BUT, there is another way to get the deed done without taking risks. It’s no witchcraft that’s for sure and it is easy enough once you get the hang of it. It is a simple ingredient that you already have in your success recipe; you just have to tweak it a little bit.
You ready to know what that is?
Are you sure?
Here we go:
Yes, you read that right. It is customer services.
Why Is Your Customer Services Not Working?
In the words of the good man Walt Disney himself:
“Do what you do so well that they will want to see it again and bring their friends.”
It is just that simple, my friend. Creating a great relationship between you and your customer is the only way to begin positive word of mouth; and that my friend is priceless in this tough economy. An unhappy customer can create disaster for your company; the unhappy customer can be the catalyst to a chain reaction that brings multinational companies down.
Having a customer-focused strategy should never be overlooked. Creating an environment and relationship with your consumers is enough to enchant them and make them swoon for your services and products.
3 out of every 25 businesses fail because of their poor customer services. In 2012, 64% brands received a customer service rating of “poor”, “okay” or “very poor” and only 37% brands received “excellent” or “good.” This Forrester Research coincided with the research by RightNow, which concluded that 89% consumers only go to the competitors with their business because of poor customer services.
According to Genesys Report, every time a company loses a customer due to bad customer service, they lose $289 from their annual average. This is the reason why 60% of the consumers are ready to pay more for a better customer service.
To solidify your relationship with your customers, you need a solid customer service that can back your claims and keep your customers happy and satisfied. Here are some surefire ways through which you can make your customers fall in love with your company all over again.
You know what happy customers do? They talk about their good experiences with their friends. They will talk about their experience (good or bad) with at least 6 people, which is pretty big when it comes to word or mouth advertisement.
Don’t act as a nameless or faceless business. Be a pal and address your customers with their names, stop the annoying robotic smile-in-your-voice and talk to them like you would with a person. Remember, you are not publishing a press release; you are talking to your customer, so be animated and show them some emotion. They must know that they are talking to a human and not a robot to send the same cryptic message again and again.
Hold Your Patience:
Your customer service team had a bad day? They can handle the irritant customers any more? Well, they would have to just suck it up because your customer service is the lifeline of your company. Your team needs to be sensitive and tactful with irritant customers.
People will have complaints and they will keep having them. The problem with your product is not the issue, it is the way you handle it gets in the way of your success. 58% customers report that they deal with bad customer services at least once a month. That is a huge number, people.
Let your customers air out their issues, that is the only way you can get a word in and help them out. It creates the opportunity for you to help resolve the issue and make them comfortable faster. And you will certainly not need to raise your voice or be rude.
Remember: Communication Is A Two Way Road!
Are you lucky enough to have international clientele? You would know that not every can speak and understand English as well as some do. Cater to them; bring in bilingual or a specific language specialist to help you turn those bystanders into great customers. Remember that communication is the best way to open
wallets, umm… I mean, open hearts.
If your clients don’t know what you are saying, how are they going to trust you? And of course, it works both ways; because you cant catch ‘em all if you don’t know them?