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In the world of business, it is not so much what you offer that counts but how you offer it.
The way you satisfy your customers is what turns them into repeat buyers who deliver positive word-of-mouth messages about your brand to other people.
Customer satisfaction has the potential to boost your bottom line and impact your ultimate success as a business.
It's important to measure this satisfaction and continuously work toward providing your customers with outstanding experiences.
In collaboration with contact centre experts, Merchants, here's how you can create a customer service strategy, from the article, Five Tips To Improve Customer Experience And Grow Your Organisation.
Benchmark your customer service
Start with a customer service vision statement that describes what excellent service means to your company. Your employees, including contact centre agents, can use this as a standard when dealing with customers.
Define your customers
A buyer persona is a detailed profile of your ideal customer, compiled from demographic information and descriptions of personal habits. It helps your support team get a clearer picture of your customers, so they can provide accurate and tailored solutions.
Pay attention to what your customers are saying
What do customers want or need? The only people that can answer this are the customers themselves. Feedback is essential to improving customer service, whether in the form of compliments, complaints or opinions about your competitors.
Provide omnichannel support
Omnichannel refers to all the touchpoints during the entire customer journey. Your business should be able to provide a seamless service across all channels such as telephone, email, social media and live chat.
Engage your customers on an emotional level
The most effective way to maximise customer value is to form an emotional connection with your audience. Don't focus on selling but on what they find interesting, educating and valuable.
Although it can absorb additional resources, time and money, a good customer service strategy is a business opportunity that entrepreneurs should not let slip through their fingers
For businesses that lack the resources and skills necessary to run a contact centre, bpo solutions offered by outsourcing partners can be a cost-effective way to bring the best customer support skills to your company.
This article was written in partnership with Merchants.
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