3 tips for improving customer service

Trying to find a way to stand out as a leader in your industry? Look no further than your company's customer service platform. When consumers are deciding whether to do business with a company, American Express stated that 90% of customers consider customer service to be one of the most important  factors in their purchasing decision. 

Read on to learn how you can provide a better overall experience for your customers.

Personalized recommendations
Research from Accenture and the Retail Industry Leaders Association showed that 63% of consumers are interested in personalized recommendations when they are shopping online and in store.  This extension of your customer service can be accomplished through a conversation in your brick-and-mortar store, online in an email campaign based on previous purchases or by listing product recommendations on your e-store. Having a clear understanding of the exact needs your product or service fulfills will allow you to accurately identify similar offerings your customers will be interested in. 

Building a better understand of customers' needs will allow you to provide accurate and personalized recommendations online and in person.

Monitor social media
Platforms such as Facebook and Twitter are no longer simply a means for staying in touch with family and friends. These sites and others have become an extension of business, as customers frequently use the internet as a platform to voice both positive and negative opinions.

While it's important to monitor your business' online presence to thank your brand advocates, it's even more crucial to quickly respond to negative reviews as well. Invesp has found that it costs companies anywhere from five to 25 times more to acquire new customers than it does to retain existing ones.

Small-business owners may not be able to afford the time or resources to dedicate an employee to monitoring their social media for reviews, but one method is to make it a routine to check before opening and closing each day. Finding ways to turn a customer's negative review into a positive one is a crucial step in providing great customer service.

Seek feedback
Whether you're answering negative reviews or are trying to assist a customer who had a less-than-ideal experience with your business, take the time to listen. These learning moments provide invaluable insights on ways you can better improve your business operations — not only granting you an opportunity to salvage a relationship with the customer at hand, but also allowing you to prevent the situation from ever reoccurring.

The good news? Hubspot's study on customer acquisition revealed that 93% of consumers were more likely to frequent companies with excellent customer service. Once a strong customer service platform has become embedded in your day-to-day business operations, you'll have made a lasting impression and acquired valuable repeat customers.

Need additional assistance with your small business? The Law Offices of Donald W. Hudspeth, P.C. assists businesses with corporate matters and various other types of legal concerns. Please call 866-696-2033 or contact the firm online to make an appointment.

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