Of all that areas of businesses to focus on, few have as huge an impact as your customer service. How can you make sure you’re giving visitors the best shopping experience possible? Here are six keys to better customer service:
1. Help People Find the Right Products
The first key to an awesome shopping experience is helping people find exactly what they’re looking for. Tracking the pages that people visit on your website can give you a good idea of what they’re interested in. When customers understand how your products benefit them personally — and the advantages compared to other businesses — it gives them an increased motivation to buy.
2. Invest in a Better Client Relationship
You’re not just selling individual items; you’re selling a lifestyle. If you know more about who you sell to — the person’s circumstances — it’s easier to customize what you’re offering for maximum impact. For example, someone who has small kids may love items that save time and make life easier.
3. Set Sales Targets
To make sure you’re using your resources wisely, create goals for specific clients or groups of customers. The main idea is that you want your customer relationship to go somewhere. You should absolutely try to attract a wide variety of shoppers, but it pays to focus especially on your target demographic, the people purchasing your products.
4. Ask Directly for Feedback
You honestly can’t overdo it when it comes to asking for customer feedback. Knowing what people think is a major benefit for retaining them as customers. Make sure that people always have a way to leave feedback, even in the form of complaints. You can ask them to fill out a short survey, have a separate page on your website for feedback, or place contact info on your invoices.
5. Respond Positively to Suggestions
If someone complains, how should you react? It’s usually a good idea to apologize for any inconvenience caused, thank the person and assure them that you’re reviewing the matter. If possible, keep in touch with the news of any changes. Basically, you want your customers to know their opinion matters.
6. Keep Track of Customer Complaints
Within your organization, take customer feedback seriously. Company decision-makers should speak with the employees who are in touch directly with customers, asking them how certain changes are being received. Using a CRM system can help you track past experiences or complaints from specific customers, taking reasonable steps to increase their satisfaction.
Happy customers buy more, return more and recommend more. This can have a domino effect across your entire business, increasing profits and drawing in other potential customers. In fact, keeping existing clients happy is often more cost-effective than attracting new ones. Make great customer service a priority.