Imagine your business experiencing loyal customers over the past few months, and your customer service team has been receiving a similar type of feedback: many of your customers feel they aren’t getting good customer service. When customer satisfaction drops, reputation and revenue will soon follow.
This is a consistent challenge for many B2C companies. According to a HubSpot article, around 82% of US consumers who responded to the survey said that they would switch to a brand’s competitor if they have a bad experience with the customer service team. Abandoned calls, slow resolution times, and blind call transfers are some of those bad experiences, and while many companies try to avoid them, it does happen from time to time.
The trick is to take a customer-centric approach. Consider the entire customer journey from marketing to purchasing decisions and then to follow-ups and troubleshooting. This helps consumers find the support they need, but it’s up to the customer service team to meet and exceed their expectations.
But how do you get them to be loyal customers that advocate your brand and beliefs? Here are 3 expert tips to improve brand loyalty.
1. Listen to Your Customers
It’s one thing to lend an ear to your customers when they have complaints, but it’s another to actually connect with them: paying close attention to their needs and how those needs relate to your brand. If you miss this important opportunity to get to know your customers, it could result in increased customer churn.
Go to where your customers want to be heard. Allow your brand to be available in different channels, such as social media, chatbot, and email, where your customers feel comfortable in communicating with your brand. Older folks may prefer telephone calls while millennials and gen zoomers might want to contact you through an online messaging platform. This way, your customer service team will be able to help your customers on a channel they’re frequently using.
2. Deliver Quick Responses
Brand loyalty relies so much on communication, and more so fast communication. Today’s customers need a helpful response, and they need it now. If you don’t respond immediately, you could lose these loyal customers to a competitor.
Automation can help you create replies that may direct your customers to a FAQ page or other links to where their queries can be addressed immediately, especially if their question is time-sensitive. Sometimes, customers just need to be pointed in the right direction to help themselves solve their own problems or find the right answer. At the same time, you can set up your chatbot to have an auto-reply to let your customers know that they’ll hear from a customer service agent within a certain number of hours. That way, your customer will know when to expect your assistance.
3. Be Consistent with Customer Engagement
Another important factor to keep customers delighted is to maintain engagement & brand consistency.
Customers are always looking for brands they can trust. As long as your brand delivers top-quality customer service, if your CX team adheres to the mission, vision, and promise of your company, then your loyal customers will grow and separate you from your competitors.
The Value of a CX Solutions Partner
Even if you have a customer service department, they might not be able to take the continuous wave of calls, messages, and emails that range from simple requests for clarifications to detailed experiences with a product. Partner with a CX solutions provider that helps you build a team of a highly-trained customer service team with experience in inbound and outbound customer care, technical support, and social media CX, helping your brand engage authentically with your customers and maintain the loyalty—and revenue—your brand deserves.
Infinit-O is a trusted customer experience solutions partner that can help you build and operate a dedicated team of CX professionals of every level including inbound and outbound specialists designed specifically for your unique needs, with cost savings of up to 70%. We can help you meet your goals, whether they be growth, better productivity or simply bottom-line cost savings. With access to excellent talent who use cutting-edge technology, we provide some of the best strategic solutions for your business. We are ISO-certified and GDPR-compliant, so your company and client data are safe with us.