The customer is always right. It’s imperative for any business to know their customer inside and out so they can build a long term relationship that encourages loyalty, and increases revenue.
So how is it done:
1. Put the customer at the forefront of everything you do
2. Get closer to the customers emotionally.
3. Listen, really listen
4. Demonstrate respect
Emotionally engaged customers are:
1. More likely to recommend you
2. More likely to become a repeat customer
3. Less likely to shop around
4. Less price sensitive
3 Psychological triggers that matter to happy customers
1. Personal Touch
– Creating a memorable Moment for customers often takes shape through some form of personal touch
– Reciprocity is what motivates customers to send a tweet, share their experience with a friend or continue being loyal customer to you.
Note: It’s 6 times more expensive to acquire a new customer than it is to keep an existing customer happy
3. Being a VIP
– People are willing to spend more with your business if you give them a feeling of importance.
Note: 9 out of 10 consumers would pay more to ensure a superior customer experience.
What happens when there is a disconnect
1. Abandon Purchase
– 78% of customers bail on a transaction because of a poor experience
2. Quit doing business
– 86% of consumers quit doing business with a company due to poor service experience.
3. Negative Tweets
– On Twitter, over 80% of customer service related tweets are negative
4. Want Fast Responses
– 93% of customers expect a response within a hour
How to accomplish this?
1. The customer is always right even when they are wrong
2. Offer a 365 day return policy if possible
3. Deliver happiness by focusing more on the experience than the product/service
4. Surprice gifts sich a free shipping or immediate activation
Never take your customers for granted because they are the lifeblood of your company. From going above and beyond to make each of them feel special to helping them out even when it may not make sense, putting your customers first will help you increase your revenue in the long run.
What I learned the hard way is that if you don’t truly care about your customers, it will be hard for you to connect with them. When you care about people, you’ll naturally want to do your absolute best to help them out.
This is the same reason why we respond to all tickets fast. We do it because we want to.
This article is thanks to Neil Patel and Quicksprout