Learn how to create a great customer relationship plan
It's no secret that good customer service is key to the prosperity of any business, right? However, there are still many questions about ways to improve customer relationships. With a well-structured plan, you can increase both the acquisition and retention of customers - and that's exactly what we'll talk about in this article.
In general, the care to be taken in e-commerce is the same as the physical stores. Therefore, whatever your business or consumer contact channel, the tips given here will be very useful.
Anyway, do you want to know how to improve your relationship with the customer? Keep reading and check it out!
Know your customer
First of all, in order to structure a lasting and effective plan, you need to know your target audience. You should collect information on your digital channels through analytics tools, do research, and solicit feedback from consumers.
Once this is done, it is advisable to create a semifinal profile that represents your ideal client, also known as a person. So you better understand the pains and habits of your audience and can employ a language appropriate to him in the care.
Diversify the relationship channels
Do you remember the craziness of the '90s, when the internet was still crawling and the phone kept ringing in business? Today, fortunately, this habit of making connections for whatever reason is getting smaller and smaller.
Most consumers prefer to send messages via apps, social networks, email or online chat. So, meet the audience's wishes and give you several channel options for service.
Thus, in addition to streamlining the process, consumers do not go through unpleasant experiences when trying to find a means of communication with your company and lose precious minutes with it.
Define service providers
Customer relationship, like any other service, needs trained people. If you mix the activities and let the management or sales people responsible for it, you may be losing many customers.
Ideally, there should be someone to make that initial contact with the consumer, transferring it if necessary to the industry expert. Therefore, choose a professional who knows how to provide humanized care and work under pressure, in addition to knowing all departments of the company.
Due to technological developments, we have been able to extract accurate information, such as response time, percentage of customers served and problems solved. In other words, it has become easier to set goals and keep track of your employees' performance in real time.
Thus, those present in the digital environment must constantly measure the data provided by these tools and work to improve their indicators. Take advantage of the tools available to set goals and thereby increase consumer satisfaction.
One of the worst experiences a client can have is to create expectations about a product or service and not be reciprocated. So if something went wrong and the delivery time will be higher than expected, for example, tell the buyer about this situation as soon as possible.
When communication is not transparent, consumers often get excited and publish their dissatisfaction on social networks, complaint sites or any other media. That way, your image gets tarnished and you stop closing more deals.
Finally, it is worth mentioning that the relationship with the client is not an exact science and must be constantly reviewed. Digital media and other tools help a lot in this process, however, the human factor is essential to the success of your plan. Therefore, empowering employees and listening to the public's opinion should be their priority.
So, did you like the post? Do you already adopt these practices in your business, or do you still have any questions? Leave your comment!