10 ways to put the customer at the heart of your business

Delivering excellent customer service has never been more important.  So, what can you do to make sure that your business is putting its customers first?

1. Give your customers a range of different ways to communicate with you

Today’s customers don’t want to be talked at. Instead, they want to be able to contact you using their preferred communications method. So, whether that’s by phone, email, chat tools, social media or something entirely new, be sure to give them choices.

2. Don’t waste your customers’ time

Nobody likes being taken for granted. So keeping customers on hold for hours is just not good enough. Nothing is likely to frustrate customers more than feeling as if they are being ignored.

Instead, look to invest in tools to provide more timely help. This could take the form of online videos, support portals or online dashboards that provide instant access to information.

Just make sure that the customer is moved swiftly from a digital experience to an interaction with a human when necessary.

3. Don’t ignore your customers

Even worse than being kept waiting is being ignored completely. So, whatever you do, make sure your systems ensure you respond to any issues effectively. Doing nothing is not an option.

4. Ask for feedback

Look for opportunities to let customers tell you how you are doing. Just make sure that you make it easy for them to feedback on the service they receive. Crucially, when customers tell you about their experience you must also use this knowledge to address any issues and improve.

Feedback can also be used to help boost your bottom line. Because once you know what your customers want, you can give it to them. This can open up new revenue streams that you might never have thought about.

5. Make proactive improvements

With the right customer service software you can analyse what issues are recurring, and how quickly and effectively you are managing these problems. And, once armed with this knowledge you can put steps in place to manage the customer experience more efficiently.

6. Make sure everyone has access to the same information

Business silos are a huge problem. And they can be detrimental when it comes to providing excellent customer care. By breaking these down and providing all the necessary teams with access to the same data, you can help to keep customers updated and boost satisfaction levels. To do this, look at employing customer service software that unifies your systems and pulls real-time information from multiple sources.

7. Communicate with your customers

When looking to provide a superior service to customers, you should look to establish multiple opportunities to connect proactively. Find out more about when to talk to your customers.

8. Ask customers why they leave

Nobody wants to lose customers, but from time to time it will happen. Rather than guessing why a customer decides to go elsewhere, reach out and ask them. As well as getting valuable data to help you improve you might also be able to convince them to stay.

9. Reward customers for their loyalty

Acquiring new customers is essential, but retaining them boosts profitable growth. What’s more, brand ambassadors are a great resource – especially as word-of-mouth recommendations continues to be a powerful marketing tool. To create brand advocates reward loyal customers with offers and other means of showing your appreciation.

10. Invest in the right technology

Technology is revolutionising customer service. And, it’s vital to keep up with tech trends if you want to provide the level of care your customers expect.  As such, all service-led businesses should look at how they can invest now to make sure they are ahead of the game. Find out more about how technology will affect the future of customer service.

For more information on how our service management software can help you, contact us today for an informal chat.