Four ways to engage customers and build loyalty

Today’s consumers expect faster, better service- anytime, from anywhere. Here are four ways to keep them engaged with your brand and coming back for more.

Did you know that repeat customers are one of your most important revenue sources? Statistics show that even though they represent just 8% of the average customer base, they generate up to 40% of revenue. Furthermore, 72% of customers are “very” or “extremely” likely to do business with companies because of a reputation for strong customer service, so it seems getting this right is the best way of nurturing repeat customers.
Here are four ways to provide quality customer service today.

BE AVAILABLE ACROSS ALL CHANNELS

Today’s consumers don’t shop on a single platform, so communicating with you shouldn’t be restricted to just one either- and with so many messaging and social media tools, it’s now simple to communicate across all channels.

Over 1 million people view tweets about customer service every week, with roughly 80% of those tweets negative or critical in nature– yet 55% of customer requests for service on social media are ignored.

As long as you’re listening and responding, you can work to turn negative commenters into brand ambassadors.

YOUR CUSTOMERS’ TIME IS PRECIOUS

In the same way, your customers aren’t using a single channel, they also aren’t just shopping within “business hours” – they’re buying from you 24/7. So they should be able to talk to someone 24/7 too.

Smart-devices allow you to use social media and messaging apps whenever and wherever you are, so there’s no excuse for not replying to all enquiries within a few hours. Your customers will love this, with 73% of customers claiming that valuing their time is the most important thing a company can do to provide them with good online service.

PROVIDE SELF-SERVICE HELP ONLINE

Traditional customer service isn’t for everyone and 53% of consumers are likely to abandon their online purchase if they can’t find a quick answer to their question. But you can avoid cart abandonment using technology such as Microsoft Dynamics 365 for Customer Service.

Simply find out what information customers need most and turn it into a FAQ list. This option is proving popular with consumers, with the use of FAQs on a company’s website increasing from 67% in 2012 to 81% in 2015.

USE DATA TO PROVIDE BETTER SERVICE

Everyone has a story of great amazing service, maybe a bartender who knows your favourite drink or a shopkeeper that always remembers your name. People think stories like this are a thing of the past, they’re not; the information is available to you – you just need to use it.

Integrated technology like Microsoft Dynamics 365 gives everybody in your organization instant access to accurate and comprehensive customer data based on their previous interactions with you – from order history and complaints to personal details and purchasing behavior. Not only can you communicate more personally with customers and resolve queries seamlessly, it also means that intuitive users can anticipate future needs and steer your customers towards extra purchases.

Having the right tools for your team is the first step in your path to providing excellent customer service. HSO and Microsoft Dynamics 365 can build a complete, end-to-end solution to satisfy the demand of your customers and drive ROI.

Contact us today to learn more.

Sources:

  1. Sweet Tooth Rewards – Repeat Customer Blog
  2. Groove HQ – Delivering Personal Customer Service
  3. HelpScout- 75 Customer Service Facts
  4. Huffington Post – 50 Important Customer Experience Facts
  5. Forrester – Your Customers Don’t Want to Call You for Support
  6. Forrester – Online Self-Service Dominates Again
  7. Forrester – Your Customers Don’t Want to Call You for Support