Does Customer Service Really Matter for Your Business?
No matter what your business is or how long have you been running it, your customers are always the king for your brand. Whether you’re selling products, offering services, or combination of both of them, customer services must be one of your top priorities.
You can sell the best product in the world, but if you do not treat your customers well, your business could struggle for real. On the other hand, standard quality or even subpar product could still bring you lots of profit if you provide excellent customer service.
Because numbers don’t lie, here’s the data to show you: 80% of the consumers prefer to spend their money for brands that offer better customer service. In addition, poor customer service will cost you lost of customers. Research shows that 14% of customers stop using a brand due to dissatisfaction with the product or service and 9% because of the price.
However, look closer at the top reason why businesses lose customer. 68% customers choose to leave a brand because of the poor customer service. It proves that customer service can be more important than what you’re selling.
You have covered the importance of customer service, now it’s time to improve yours. To start, you obviously have to know first your customers feedbacks. Their feedbacks are crucial for you to set your customer service strategy because it shows them that you actually care about what they want to say. How to do get them? Simple, just ask them.
Below we will discuss 3 ways of getting feedback from your customers to provide them the best customer service.
Survey is the most legit way to start collecting your feedbacks. The questions and possible answers vary based on what the survey is used for. The point of survey is the time; you have to get information as quick as possible because nobody would want to fill in 30-minute survey. Make the survey as short as possible and don’t ask questions that have obvious answers or ambiguous meaning.
It is crucial for you to determine what is your goal of using survey. For example, if you’re trying to enhance your customer service, then you don’t need to ask their opinion about a certain product. Doing survey regarding customer’s prior purchase means you care about their opinion and thoughts which they see as good customer service.
One way to spread the survey is by sending follow-up email to your customers. However, do not be spamming to their inbox by sending 3 to 4 emails asking for their feedbacks. If they do not respond at the first email, you may send another one as a reminder. If there are still no responses, you always have opportunity to do it on their next purchase.
Besides, your customers may need additional incentive to fill in your survey. If possible, you can offer them some discount off for their future purchase.
Put comment sections on website
Putting comment sections in feedback form on your website is the simple way of getting feedbacks. Customers will perceive this as their opportunity to share their opinions. You have options of what to ask on those comment sections, such as their name, email address, and their comments. However, you can also offer them an option to stay anonymous. If customers give their contact information, it’s your job to reach out to them especially if they give complaints.
Apologize for any inconvenience you have cause and offer them a solution. Tell them you will keep improving to make sure that this won’t happen again in the future and thank them for their feedback.
Another thing to keep in mind is do not be discouraged if you receive negative comments. In fact, you should be grateful because they actually are willing to share their bad experience instead of just leaving without any words. When your customers give negative feedback, it is not your full loss because you still have opportunities to fix your mistakes and improve your brand.
Comments on social media
Your presence and activity on social media are the next important way to get customer’s feedback. In addition to posting content regularly, you also need to pay attention of what customers say about you.
Do not ignore your notifications, read through your comment sections and direct messages of all social media platforms that you use, whether it is Facebook, Instagram, YouTube, Twitter, and others.
More than half of customers say they expect companies to reply their comments and feedbacks. If it is negative feedback, the number jumps from 52% to 72%. That said, you have to treat both positive and negative feedbacks the same way.
If you can’t keep your customers happy, your business will be definitely at the edge of the cliff since customer service is just equal important with the quality and price of the product you’re offering. Therefore, getting feedbacks from your customers will be much of a help.
However, there are no ways that can work for all your customers. To get as many feedbacks as possible, you have to try different approaches, including 3 ways covered above.
So, which way will you use? Is there any other effective way you know of or ever use?