Learn effective strategies to build customer loyalty. These strategies will help you improve customer experience, reduce churn rate and retain more customers.
“The customer is always right.”Although this is a phrase that has been a staple of business for decades, in this era of customer-focused marketing, it takes on both new shape and importance.We are living in the age of the smart consumer; they know what they want, and they also know that if one business doesn’t provide it for them, there’s likely many others just a mouse click away that will.
The crowded marketplace means that customers are less likely to remain loyal to one brand, and the advent of social media has also empowered consumers to share both positive and negative brand experiences online.
E-commerce has provided customers with a plethora of opportunities and choices sitting right on their smartphone, which can be a positive for businesses who pay attention to their customers’ needs and a drawback to those who aren’t using customer data to empower their marketing strategy.
According to a recent study published by McKinsey, businesses’ use of analytics to create a competitive edge in customer experience is only at 32%.
This demonstrates the issues that many businesses are having in trying to apply data in a universal, transactional way across their entire organization.Great customer experiences lead to higher retention rates, increased brand loyalty, and bigger customer lifetime value (CLV).
Improving customer experiences can seem like a straightforward task, but unless you base new tactics and strategies on tools like zero-party data, you might be putting in effort and resources in the wrong places.So, what are some RIGHT ways to use data analytics to improve customer loyalty?
Consumers usually state something like, “They treat me like a person, as compared to [insert large organizations here].” However, it does not mean that it is easy for small businesses to provide quality customer support as they have few people wearing too many hats.Customer retention is a serious task for small and mid-size companies, so they must provide excellent customer support.
With fewer hands on the deck, it is easy to lose track of all their customer support conversations, questions, queries, follow-ups across various channels.
Even if they deploy the best customer support team, what matters is how they deal with customer issues.
You could always hire more agents to deal with abundant customer queries.
It lets you categorize issues based on priorities, comment within the ticket, shift from one channel to another (without starting all over again), and manages everything as you need.Why Use SMB Customer Service Software?Now you know what an SMB customer support portal does.
Here are a few reasons why:It enables quicker responses and reduces the overall response time.It helps you focus on your loyal customers and helps you retain them.It simplifies support through multiple channels by bringing it all together on a single interface.Provides transparency as your customers can be involved in every stage of resolution.Internally connect your agents and tickets.Helps you prioritize requests by framing relevant SLA policies.Provides a central system for data sharing.Saves time by implementing automation features.5 Steps to Pick the Best SMB Customer Support SoftwareWhen choosing a portal or software for your organization, you must come up with a plan first rather than jumping into investing.
