Although there is a lot of information out there about customer engagement, you still come across too many companies that invest little to no time in improving their communications. The reality of the situation is that by neglecting the consumer engagement aspect of your business, you are potentially losing clients, which means you’re losing profit.
In today’s on-demand economy, choice is easily accessible to consumers. If they do not get what they want in the manner they want it, they will find it elsewhere. Moreover, by keeping customers well engaged you will not only retain them, but they will also become brand ambassadors for your business.
The bottom line of improving how you engage with your customers is to adapt every conversation to suit each individual and also to provide them with real-time responses. We, at NEXT Solutions, have solutions to share with you, some of which has greatly improved our own engagement delivery.
You have access to everything you need to know about your clients. Do some digging and find out exactly what they want and how they want it. The better you can accommodate your service delivery, the less inclined your customers will be to find an alternative supplier.
You should never only listen to your customer in order to respond; you need to practice listening to understand and to find solutions. If you understand the gap your clients are struggling with, you’ll be in a much better position to market products to them, or even develop additional benefits that can assist them in their everyday lives.
Search for alternative ways in which your customers can reach you – the simpler for them, the better for your bottom line. You can do this by developing an app or an online chat tool – these will allow your clients to contact you at times that are convenient to them, and not you. An additional option is to create a social media account on a platform such as Facebook, Twitter, LinkedIn, etc.
Do not open more accounts than what you can manage, look at what your competitors are doing and which platforms suit your business profile the best. Social media is a communication tool and you have to ensure that your customers always receive top-quality engagement, regardless of the channel. These platforms also allow you to conduct more research into what your clients are looking for and how they react to your services. Just remember not to exclude the information you receive via other channels, such as an in-store suggestion box.
Train your contact centre, whether they speak to clients via social media, telephones, email or online chat tools, so they understand that there is no such thing as a one-size-fits-all solution. They should also shift their focus way from being sales driven, and more to the person on the other end of the conversation. This might mean that they won’t make the golden sale, but by not forcing your customers into a corner and instead treating their needs, they’ll be more inclined to stay loyal to your business.
Although efficiency should be one of the pillars a contact centre is built on, you need to give each individual client the full attention they need. That being said, you need to also ensure that all queries sent to you, regardless of the channel, are handled as soon and effectively as possible – leaving concerns unattended is a sure-fire way to lose customer loyalty.
Contact NEXT Solutions on 011 449 7045 for assistance on improving your business’s customer engagement.
Image Source: Autologica DMS