It is a well-known fact that it is much easier to keep a customer than to find a new one. In order to keep your customers coming back for more, you must provide them with an excellent experience every time they interact with your company. Here are some simple guidelines to follow in order to make sure each and every customer feels valued and important:
1) Be the best version of yourself
Whether you are the owner of the company or an employee, it is important to be the best that you can be. This means being friendly, helpful, and knowledgeable at all times. Not only that, but you should also be willing to go the extra mile to ensure each customer feels special.
For example, if a customer is having difficulty finding a certain product, you should offer to help them instead of just directing them to the correct aisle. Or, if a customer appears to be in a hurry, you could offer them express checkout. Small gestures like this can make all the difference in the world.
Another example would be if a customer expresses interest in a product that is out of stock. You could offer to special order the item for them or give them a rain check. As the folks behind NICE.com note, you need to understand the capabilities that will propel your organization to next-level service. This means being proactive and always looking for ways to improve the customer experience.
2) Train your employees
It is important to train your employees on how to deal with customers. They should be taught to be friendly, helpful, and knowledgeable at all times. In addition, they should know how to handle difficult situations. For example, if a customer is angry or upset, they should know how to diffuse the situation.
It is also important to have a system in place for dealing with customer complaints. This way, you can ensure that each complaint is dealt with in a timely and effective manner.
For example, you could have a customer service line that customers can call to lodge a complaint. Or, you could have a form on your website that customers can fill out. Either way, you should make sure that each complaint is taken seriously and dealt with in the best way possible.
3) Collect feedback
It is important to collect feedback from your customers on a regular basis. This way, you can find out what they like and don’t like about your company. In addition, you can use this feedback to make improvements to your business.
There are a number of different ways to collect feedback from your customers. For example, you could send out surveys via email or have a comment box in your store. Or, you could hold focus groups or one-on-one interviews.
No matter how you collect feedback, it is important to make sure that you take it seriously and use it to improve your business. Additionally, it is important to show your customers that you are taking their feedback seriously. For example, you could send them a personal email thanking them for their feedback. Or, you could post their comments on your website or social media pages.
4) Keep your promises
If you make a promise to a customer, you need to make sure that you keep it. This is important because it shows that you are a company of your word. Additionally, it builds trust between you and your customers.
For example, if you tell a customer that you will call them back within 24 hours, you need to make sure that you do so. Or, if you tell a customer that a product will be in stock by a certain date, you need to make sure that it is.
It is also important to keep your promises when it comes to pricing. If you tell a customer that a product is on sale for a certain price, you need to make sure that the price doesn’t change. Additionally, if you offer a discount or coupon, you need to make sure that it is honored.
5) Give out refunds and exchanges
If a customer is not satisfied with a product, you should be willing to give them a refund or exchange. This shows that you are confident in your products and that you are committed to customer satisfaction.
Of course, there are limits to refunds and exchanges. For example, you might only offer a refund if the product is returned within a certain time frame. Or, you might only offer an exchange if the product is in new condition.
However, it is important to be as flexible as possible when it comes to refunds and exchanges. This shows that you are willing to go the extra mile to make sure that your customers are happy.
6) Offer bonuses and discounts
Everyone loves a good deal. This is why it is important to offer bonuses and discounts to your customers. For example, you could offer a discount to customers who spend over a certain amount of money. Or, you could offer a bonus for customers who refer new customers to your business.
Not only do bonuses and discounts help to attract new customers, but they also help to keep existing customers coming back. This is because people are always looking for a good deal.
In addition, bonuses and discounts can also help to build loyalty among your customer base. For example, if you offer a discount to customers who have been with you for a year, they are likely to stick around for longer. Keep in mind, however, that you don’t want to go overboard with bonuses and discounts. Otherwise, you will end up losing money.
So, what can you do to keep your customers coming back? The answer is simple: offer bonuses and discounts, collect feedback, keep your promises, and give out refunds and exchanges. These six guidelines will help you to create a customer-centric business that focuses on satisfying the needs of its customers. And, as we all know, happy customers are the best kind of customers.