Join Dina Shapiro for an in-depth discussion in this video Fix problems immediately, part of Lead Generation Foundations.
- Customer satisfaction, it's the key to success for every business everywhere and it's never been more important than it is today. The internet hasn't just changed the rules of customer service, it's turned them completely upside down. Customer service is no longer just about resolving complaints through a phone call. Now, customers expect immediate service how and when they want. Just how important is this? Well, news of bad customer service reaches over twice as many people as praise for a good service experience.
But, believe it or not, customers are more forgiving than you might think and responding the right way at the right time can help you turn a negative experience into a positive one. Look, no business wants any problems but we're all human, so mistakes happen, whether it's a failed delivery or a faulty product or service. As a business, you need to provide and monitor multiple channels to make sure your customer's issues are solved to their satisfaction. Let's talk about some ways you can transform a negative customer experience into a positive one.
Provide a range of options on your website, such as live chat, a feedback form, an email address, or phone number. This way customers can easily contact you with problems, if not, they'll find another, likely more public way, to complain, which would be bad for your business and reputation. Live chat's becoming more and more popular with 58% adoption. But providing options for how customers can contact you is just the beginning.
Make sure you staff the chats or emails so that whoever responds has the authority and information to answer questions and solve problems quickly. Monitor your and your competition's social media channels frequently. Social media is a powerful marketing tool. It can promote your business or detract from your business and reputation if an unhappy customer's experience goes viral. If your business has a presence on Facebook, Twitter, Instagram, or any other social channel, customers will expect you to respond real time, 24/7.
So monitor your social media as often as possible and respond quickly to a complaint. In some cases, managers even respond directly to customer reviews or complaints on apps, such as Yelp. Watch online shopping reviews and reach out to active customers. Did you know that 88% of customers research a product online before they buy? What people say about your product is really important as customers are evaluating their options. 88% of people trust online reviews, usually as much as personal recommendations, and often more than company produced marketing collateral.
Believe it or not, the phone is still a really popular way that customers want to voice their complaints. There's just something about a live person's voice that calms people down when they have a problem. Make sure that a live service rep responds to a customer's call in two minutes or less. This is really important because 67% of people hang up the phone when you're frustrated by not reaching a real person. It takes a lot of effort to turn a lead into a customer, but it costs six to seven times more to acquire a new customer than to keep a current one, so it's good business to invest time and money to resolve customer complaints.
Let me give you a few more reasons why. Seven out of 10 people will spend more money with companies they believe provide excellent customer service. 91% of unhappy customers won't do business with you again. However, if you resolve a customer's complaint, they will do business with you again 70% of the time. To create a positive purchase experience, monitor customers after they make their purchase. And remember, we're all human, so when a problem does happen, which it will, fix the problem immediately in whatever way your customer prefers.
Finally, discover how to monitor your customer's experience after the sale, reward their loyalty, and measure your program's performance. By the end of the course, you'll have the tools and action plan to keep optimizing your lead generation strategy and expand your customer reach.
- Setting goals
- Publishing engaging content
- Creating compelling offers and calls to action
- Optimizing landing pages
- Developing databases
- Transforming leads into customers
- Making the purchase process clear and simple
- Monitoring social channels
- Measuring results