Making a solid marketing strategy is an important part of running a successful business. But what’s the point of a great marketing strategy if your customer service doesn’t shine? Running a successful business simply comes down to making your customers happier than the competition does. That’s no easy task, especially when considering that many business niches are flooded with competitors looking for every edge and advantage. To get to the front of the pack, a good marketing strategy isn’t enough. You need to first focus on a strong customer service strategy that brings in new customers and keeps your old customers coming back again and again.
So, how do you know if your current customer service strategy is paying off? Here are a few signs that might help you to know if what you’re doing is working.
Customers Leave Positive Reviews
If your customers are happy, they’ll let you know. The popularity of review sites like Yelp and TripAdvisor means more and more people are vetting businesses before they decide to patronize them. Social media is also a popular platform for people to share their experiences with companies across all industries and verticals. Having a ton of happy customers posting positive reviews online is a sure way to generate interest and bring in more business.
They Leave Fewer Complaints
Not all customers will walk away from your business with a positive experience. Unhappy customers are just as likely to vent their frustrations on social media and review sites as happy customers are. Catching unhappy customers and resolving their issues in a fast, effective way can reassure them enough to return. The fewer complaints your business receives, the better your customer service strategy is paying off.
They Come Back
If customers like your company, they’ll come back again and again. They’re proud to be associated with your business, and they’ll make no secret of that to their family, friends and social media networks. Referrals are incredibly valuable to businesses, but that kind of relationship doesn’t happen overnight. You first need to prove to customers that your products and services are high-quality and that your customer service approach is respectful of their time and money. For example, you can mail coupons to previous customers and to those customers who have had less-than-stellar experiences. This will help them to get a good impression of your business and how you handle things when they go awry.
Your Customers Refer Your Business
Happy customers want to share the joy of their favorite brands with the people in their lives. If you’re delivering on customer service, it will drive your customers to bring in their friends, family members and colleagues. Having a strong online presence is an excellent way to drive your customers and get “free” marketing for your business. Using customer feedback effectively on your website can drive your customers to advocate for your business.
You Get Verbal Feedback
Satisfied customers won’t share their experiences with just their family and friends. They’ll probably let your staff know as well! You can touch base with your employees to hear what your customers are saying about your business. Some companies also have built-in techniques of gaining customer insight, including quick surveys, polls or ways to recognize employees who went above and beyond to be helpful. In some industries such as foodservice and hospitality, a job-well-done comment often comes in the form of a tip. Even if the feedback isn’t always positive, the fact that people care enough to share suggestions or constructive criticism means they respect your business and want to see it thrive.
Your Conversion Rates Are High
In the business world, conversions take place when someone interested in your service or product decides to finally pull the trigger and make a purchase. Customer service plays a key role in encouraging browsing shoppers to convert into full-fledged paying customers. Customer service techniques like answering questions, adding value and making the shopping experience a pleasant one are all solid ways to convert customers.
If your conversion rates are high, that means your customers are happy with the overall experience. However, if you notice that many of your potential customers are walking away from a possible sale to engage with your competition, then you may want to refine your customer approach.
You Know Your Customers
Creating a satisfying customer experience means you need to know your customers’ needs, pain points, and demographics. Without this information, you won’t know who your target audience is and what they’re looking to get out of the customer experience. Customers will walk away when they feel as though they weren’t adequately helped, their questions weren’t answered or their needs weren’t met. Thoroughly knowing your customers is a sign of excellent customer service.
Having a good marketing strategy is key to running a successful business, but if your customer service is lacking, your marketing strategy won’t be as effective. If you pay close attention to how your customers interact with your brand, you can spot the signs of how successful your customer service game is. Typically, happy customers will show their appreciation in the form of glowing reviews, referrals and fewer complaints. If you think your business could use some improvement in the customer service arena, this is the wake-up call you’ve been waiting for. In any case, implementing the right combination of customer service techniques will keep your clients happy and coming back again and again.