CEM: 3 Tips to keep customer’s experience better after every encounter.
CEM: 3 Tips to keep customer’s experience better after
every encounter.
More often than not we lose our customers after a few visits
to us and we do not pay any particular attention because we get replacements
day in day out. This is an issue that is catching up to us pretty fast as professionals
and organizations and we must look at it and save us from them.
I am a graduate and professional in the marketing and
customer service industry and the heartbeat of the customer is my heart beat
and I am all for giving, receiving great and awesome experiences to customers
and from organizations respectively.
Jodi Bailey Gill in an article on “customer experience drivers” published on LinkedIn group page (CEM) highlighted and
provided great insight into the topic. She enumerated what you can do to have your customers have a great experience from you.
Another is Entrepreneur on Twitter with an
article https://www.entrepreneur.com/article/240273 in Marketing BootCamp with contributions from Tiffany Monhollon
speaking to the issue of various ways to keep experiences of customers such
that even seasonal customers can be turned into very loyal customers. Go to https://twitter.com/Entrepreneur for more articles to help you and your business.
Based on the articles and my own experiences I would
recommend 3 actions that you can take in order to give your customers
the kind of experience that would always call them back to you with their
friends and family.
·
Put your
heart into customer relationships: This time, relationships are more than
just get customers to buy, pay up and say good bye with smiles. Relationships
must go beyond that and include checks ups and surveys about their feel and
experiences they had with you. If necessary take up their contacts and do these
follow ups (but try to not bug them with too many phone calls or emails). Once
you connect with them from the onset you perform these functions to nurture the
relationship by informing them of what new additions, promos and packages you
have, come up with reward systems or coupons that would keep them coming back
till they are loyal.
·
Focus on
quality: As much as winning the customers is a priority what would give way
to another visit is when products and services come in good quality. Good
quality may not necessarily be costly but it lasts longer. Keep them simple and
be honest with them on the details you give out to them about you, your products and services. There should never be an excuse to present lower than the expected quality.
·
Be
consistent: You need to be consistent always with your service delivery,
your product and service and how you handle your customers. This means that
your staff both at the front line and everywhere in the company needs to be
trained regularly on how to give the best of services to customers. In order to sustain this and ensure your entire staff is committed to it, you can introduce an award system where customers determine
which of your staff gave the best of services. Consistency also comes with the
product or service you offer. They should be nothing short of the best at any
time in the life of the company. Which also means that there must be proper
check systems available always to ensure this is achieved.
From today I encourage you as a professional, business owner
to go out there and take these actions to offer your customers exclusive
experience and keep them loyal whiles you get new ones on board.
My name is Ivy Zelda Yeboah, a graduate with a Bachelor’s
degree in Marketing and currently studying Social Media Marketing online from
Northwestern University. I have a lot of experiences in customer service,
Marketing and I have the passion in Advertising and Branding and I have studied
around those areas. I am a manager in a contact center of a leading
Telecommunication in Ghana and I am currently looking forward to new challenges
in the same field or other fields of interest. Feel free to contact me on my
twitter handle @Gresilda Williams and LinkedIn on http://bit.ly/2fVXNlY (Ivy Akosua Yeboah)
Comments
Post a Comment