Nearly 70% of customers change their ice cream shop because they were disappointed with the way they were treated. A bitter observation that shows us that optimizing customer relations is vital for the sustainability of a business, especially in these times of the coronavirus epidemic .
How to improve customer relations and build customer loyalty? Focus on 4 actions to implement!
1) Knowledge of its customers
How can you improve your customer relationship if you don’t know even a minimum of information about your customers? This is the basis for the customer service department to achieve its goals.
Knowing a customer is not only phone number library about identifying their preferences , but also about anticipating their expectations in order to implement an appropriate strategy . The world of customer relations is constantly changing. This is why you need to be on the lookout for satisfaction indicators without neglecting the reasons for dissatisfaction.
2) Responsiveness, the key word
Optimizing customer relations also means knowing how to respond to customer questions and complaints. To do this, the company must implement a monitoring process that allows it to detect comments or content that mention it. It will thus be able to react quickly and provide answers to customers , which will improve its image with its community as well as prospects.
However, increased responsiveness requires non-stop monitoring work . In this case, it is advisable to use the services of an external service provider who can support you in your branding strategy.
3) An active presence on social networks
It is impossible to improve customer aufgaben verstanden haben dazu muss sich jeder teilnehmer nach dem relations without having an effective presence on social networks. Indeed, these platforms are today the new face of CRM . Of course, it is not just about posting promotional publications, but also about establishing a close relationship with your followers.
Facebook, Instagram and Twitter are some of the platforms that facilitate contact between a company and its customers. They are therefore an ideal alternative to improve customer relations through enriching exchanges.
On the one hand, the customer has the opportunity to express his point of view and his opinion on the products/services. And on the other hand, the company receives essential data allowing it to work on areas for improvement.
4) Outsourcing customer service
This solution may seem obvious, and tw lists yet! Nowadays, some companies still want to rely on their internal team, without worrying about the many advantages that outsourcing offers. It is important to know that the more a company grows, the more delicate customer relationship management will be.
To limit personnel costs and gain flexibility , customer relationship outsourcing is positioned as a preferred option. But what does this process actually bring to companies?
The advantages are numerous:
- Customer service available around the clock
- Focus on its core business
- Save time and money
- Acquisition of external skills
- Gain in operational flexibility
- Improving the quality of service
- Enriching its skills internally
Some of the most striking examples of outsourcing customer relations include community management , telesales , order taking , infoline , after-sales service and helpdesk .
