No matter how advanced business practices become, it takes a single bad experience of a customer to bring the reputation down. Of course, it is hard on a company that has carefully built up its trajectory. But in today’s age not mapping a customer’s journey can be dangerous. Unless there is a personal interaction, the entire exercise of relating to the customer or expecting loyalties is useless. How does personal relevance prove to be engaging and face saving when problems occur? Here are some answers that may help you troubleshoot.
- Know why a customer has left you
There was a time when many companies had no clue why some customers left them and went to their competitors. The same happens even today as many strategists do not know how to engage the digital-savvy consumer with aplomb. Now there are specific strategies that can be deployed to gauge the customer reaction. Using this tool will help to stop them from leaving you. With rising options, it does not take long for a customer to become loyal to another competitor.
- Create a unique experience
Everyone likes to be pampered or made to feel exclusive. Do the same with the customer and see the satisfaction and repeat orders come easily. With technology, the indifference has become very high. At such times, a personal touch is valued.
- Value-based experience
Creating a custom-designed experience will always be beneficial. Each customer is different and needs an exclusive fit. For example, a telecommunication company chooses to make individual monthly plans for consumers. It allows the individual to decide the talk time and not get frustrated with standard tariff plans. The same goes for insurance companies and hospitality industry.
- Using CRM tools
When technology is used in the right measure it is always valued. When there are many departments to handle and coordinate, then it can affect the relationship with the customer. What better way than to have data on the finger tips to help work move smoothly. Departments like customer support and the supply chain can easily get together to ensure delivery on time. Tracking tools are great to let the customer know when he will get his order. This tool is valued by e-commerce companies. A customer gives feedback instantly and you know if he is happy or not and take action accordingly.
- Repeat performance
A customer may be happy one time. But the aim is to make sure that there is a repeat performance too. The company should be able to consistently deliver. It becomes the hallmark of trust with the consumer. This is where the leaders continue to do their best to keep customers happy.
Loyalty is hard work
Any company that wishes to keep their customers will have to go through these five processes diligently. Despite, the increase in technology, customers still prefer to ‘talk to someone’ when things go wrong. Having someone to hear the issues help them to remain loyal.
The customer’s view
A company many have different departments to deal with issues and problem solving. But the customer will not wish to run around various departments. What he will see is a single entity – the brand that he buys. Hence, the staff who deals with the particular brand need to be trained to understand the brand and deal with the customer.