Manage the expectations of your customers to ensure realistic goals are set and can be met. By remaining consistent in your messaging, your customers will learn what they should expect from you in the future.F.W. Nichol said it best, “When you get right down to the root of the meaning of the word “succeed,” you find that it simply means to follow through.”9. Recognize Responsibility – The Customer is Always RightNo matter the circumstance, the customer is always right. This is a rule to guide your business through its growth, from customer service to user experience to product development. To help set this in motion, create a customer service policy to show your customers they are always right. Organize this policy into three parts:1. Highlight phrases for your company to use that’ll make your customers happy. Again, consistency and a personal touch go a long way.2. Never let your customers forget your business by following up effectively. Keep it personal by following up on special occasions and consistently writing handwritten follow-up notes.3. Define how to deal with unsatisfied customers with action steps to ensure there is a thorough process for all employees to follow to resolve a customer issue, ideally turning unhappy customers into your strongest advocates.10. Always Say “Thank You” – Kindness and Gratitude will Take You FarLast, but certainly not least, always say “Thank you.” As many as 3 out of 4 customers say they have spent more with a company because of a history of positive experiences. Kindness and gratitude for a customer’s business is an undeniable way to further enchant them for the long term.Craft every thank you sent out from your company to be specific to the customer, relevancy is key. Be as appreciative as possible to your customers for taking the time to go through the process of resolving their issue. Finally, follow up with a good old fashioned “Thank you.”
Take a look at these 10 golden rules of customer relationship management visualized.
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