Most businesses understand and value customer loyalty, but it can be a challenge to implement strategies which inspire loyalty in their customers. Knowing and understanding the customers’ needs – this is the basic driver behind successful business. The more you know about your customers, the more effective your efforts will be.
Customers want good service – so much so that they are willing to pay more for a product if they are assured of receiving good service along with it. By providing that level of service, businesses can transform many first-time visitors into loyal long-term customers, increasing sales and inspiring referrals from satisfied customers – critical components of ongoing prosperity and success.
However, although much is spoken about the importance of a good customer service, some research suggests that little progress is being made towards improvements in this area:
“The surveys and research available for major markets worldwide make it clear that customer satisfaction indexes haven’t really improved for most industries over the last ten years. In fact, they have only kept steady or even declined”. Seven Customer Contact Trends 2015
Social Media Role
Today, social media plays a strong role in many people’s lives, resulting in customers’ attitude and experiences reflected across different social platforms. While no company likes to be publicly disgraced, when a bad customer experience is made public via social media, a new opportunity is presented. Now a rep has a chance to turn the disgruntled customer into a loyal one by solving the complaint in a good manner.
Research indicates that 62% of customers used social media for customer service, and 47% of social media users said they “actively seek” customer service through social media. 30% of customers prefer social media to the traditional customer service phone call. And 55% expect a response that same day.
Beyond reacting and responding, nowadays many companies use social media to proactively inform their customers about existing problems, and the corresponding resolutions, and in this way avoid complaints.
A reputation for good customer service has become a key factor for businesses. A good social media customer service strategy will ensure success in this area.