culled from:bizjournal.com
Did you miss National Customer Service Week the second week of October?
If you did, you’re not alone. And if you didn’t, it might be because you have a checks-and-balances system — technology-based or otherwise — that keeps you informed.
Losing sight of important dates and milestones can break a business. National Customer Service Week is a good reminder that customers are a priority, but it also serves as the impetus for businesses to reflect on how to improve communications.
See Also
3 simple steps for boosting lifelong customer loyalty
10 kinds of social events that put customers in your pocket (instead of only business cards)
5 non-negotiables for creating a dynamite customer service experience
Customer interaction is a key factor to sales growth and retention. Keeping track of milestones and important dates as they relate to your customers is essential, and provides a reason to reach out and let them know you’re available for their needs.
Here are some tips for how technology can help make this happen:
1. Switch places with your customer
We often hear the phrase, “Put yourself in their position; how would you feel?” As business owners, we always feel we know what’s best, but all too often we lose sight of how to get there. What is it that your customers need from you? Have you provided them with what they need, or do you see other areas where you may be able to assist them? Caring for your customer not only means giving them the service or product they require right now, but also looking towards the future and understanding where you may fit in down the road.
2. Track their needs and follow up
Reaching out to your customer base can be overwhelming and writing reminders in a datebook may not be the most productive means of keeping up-to-date with the latest issues or customer needs. Invest in intuitive customer care software that notifies you of important timelines or to-do items, relieving you of time-consuming admin duties, and leaving more room for valuable face-time with customers. Research the technology and what works for you based on the size of your own business.
3. Find a reason to reach out
So you’ve taken care of all your customers, everyone is content and you find yourself saying, “There’s no reason to reach out. What now?” There’s always a reason to reach out, even if it’s just to see how they are. The great thing about customer-focused technology is that it can help dig up notes from old customers you haven’t reached out to in a while. Use it to your advantage – input information such as birthdays, anniversaries, their last product purchase or even personal information that may have been shared during a conversation, such as the arrival of a new baby.
4. One message does not fit all
No one likes to feel like they’re part of the masses. Be creative and tailor your outreach. Are the holidays a big season for your business? Local customers may be more receptive to a service or product that your online or out-of-town customers don’t need. Sending the same message to everyone can be detrimental to your business. Customizing emails to various groups doesn’t have to be hard work and a little individuality can take you a long way. Management software can provide that personal touch while connecting you with thousands of customers who have different needs.
5. Be proactive instead of reactive
Whether you’re still determined to do things yourself for now or have decided to purchase management software to help manage customer needs, make sure you’re thinking ahead and be intuitive. Look for products that aren’t just reactionary. It’s important to have technology that not only reminds you something is on the horizon, but can assist in pointing you in the direction of what to do next. If someone responded or clicked on your email, what’s the next step? How should you follow up? Keep the conversation going and take those proactive steps.
Although Customer Service Week highlights what a customer-centric business can do to improve communication, it’s also a time businesses can use to focus on how to better retain and grow their customer bases. Far too often, customer service is associated with horror stories of how a business didn’t listen to its patrons or drove consumers away because of a lack of customer service. Let those stories be about your competitors. Simple, proactive steps can turn any difficult customer care issue into a positive growth opportunity.
