Customers are an essential part of business success, making it essential to ensure their satisfaction at all times. Indeed, a happy and satisfied customer can become an effective marketing avenue for your brand. Moreover, you can benefit from their loyalty and repeat sales. On the other hand, unhappy customers can undo your business. Statistics indicate that over 6 in 10 customers will stop patronizing a business after one poor customer service experience. Fortunately, emerging trends can ensure that you improve customer experience to keep your target market happy and loyal. Here are a few you can consider for the best results.
- An equal balance between automation and humanity
Admittedly, the introduction of customer service automation came with its advantages. Automated systems often eliminate human error, making them more accurate and reliable. It is also available 24/7, and buyers can get their issues solved at any time. Business owners also benefit financially, as these systems are relatively cheaper. Despite these, customer service automation systems lack the empathy consumers need, although they can address issues effectively. It’s no wonder many people prefer a human touch regarding customer service.
While chatbots and other systems are beneficial, you still want to hire customer representatives. The key is to know what tasks to automate and what humans should handle. For instance, customer representatives can best handle complaints and grievances since they can show empathy. Basic inquiries can be automated, although responses should be personalized. Also, make the channel between human agents and automation seamless, effortless, and open.
- Effective data protection
It’s become easier for people to purchase items and conduct other transactions online. While this is convenient and quick, it isn’t without its threats. Your customers’ personal information is often released during these transactions and can quickly fall into the wrong hands if caution isn’t exercised. It’s common for businesses to experience data breaches, allowing cybercriminals to steal clients’ information. This can also pose dire consequences for your business, as you lose credibility and face lawsuits. Therefore, investing in effective data protection services is the best way to avoid these.
Fortunately, this can be achieved without hassles. You can designate a special team to manage consumer data and other sensitive information. If you’re a small business and can’t afford a team, you can work with a credible individual with the technical skills to handle the job. It’s also worth noting that not everyone in your company should access your data. Also, collect only relevant customer data, and maintain high cybersecurity standards.
People will quickly leave a brand that consistently lies to them. Therefore, maintaining transparency with your customers is essential. This way, you can win their trust and boost your brand’s credibility, leading to increased customer loyalty, sales boost, and profit maximization. Additionally, you can deliver efficient services and products when you are honest about your business operations. Practicing transparency as a business can be easy with the right strategies. The first step is to make it a part of your company culture. Top management should be honest with their employees and vice versa. This way, your workers could apply it when dealing with customers.
Also, be truthful and accurate with your pricing, eliminating hidden fees that catch your clients off-guard. You should also avoid making promises you can’t keep. For instance, don’t tell your customers that their goods will be delivered to them in three days when it would take a week. Instead, be honest about the delivery time and use a credible DTC fulfillment service to uphold your promises to your clients.