Why is Customer experience important for your Company?
Customers are the backbone of your company. Customers are the one who can either build or break down your company. So Keeping your customer’s happy and giving what they want so should be the main objective of your business.
Various research and studies have shown that the majority of consumers now expect a response from a brand on Twitter or Instagram within an hour, while on Facebook the expectations are similar, with 42% of customers also expecting a response within one hour of posting.
Basically, you need to build a good relationship with your customer’s through communication. Connecting with your customers will also help you understand what customers are looking from you, what they exactly want from your company. It will help you in understanding their need and requirements And trust me this will help your company to come up with strong plans for your customers.
It is true that family and friends influence the most when it comes to buying decisions, But apart from family and friends, people go for online reviews. Nowadays customers review also play an important role in buying decisions. The more company has a good review of its product or services there is a high probability that the company will get more customers.
So here Iĺl discus the four ways to boost your customer experience using Social Media:
1.Responding to your Customer with a sense of urgency:
Imagine, you have contacted Amazon or Mytra via twitter and you received your respond after 3-5 business days. How would you feel? Obviously, you will feel bad, you will feel that you have been neglected by the company and obviously it will leave a bad impression of your company.
Whenever you receive a message from your customer it is important that you address their concern and answer them quickly. This will also help you in building trust with your customer.
Nowadays you can find people using Facebook Messenger for connecting with a company. In order to respond to them quickly, you can set up a Facebook chatbots messenger.
You can also set up Q&A triggers so that your bot answers most frequently asked questions immediately. You can also use this to respond to the various query.
2. Respect Each and Every Review of your customer:
A business owner should respect each and every review of their customer either it may be a positive review or a negative.
Never argue with your customer for the negative or fake review. You should handle the situation calmly and respond to the customer politely. The best thing you can do when your customer post a negative review is to connect with the customer and try to solve their problems.
For example, if a customer posts a review “Not happy with your services” Instead of arguing with your customer you should try to find out why that person is not happy with your services. This will ensure the customer feels heard, and you might also learn something you hadn’t considered in the process.
And if you are able to fix their problem or clarify their concern, there are chances that they may edit their review and leave something better for you. It will not only help you in retaining that customer
Reviews not only impact your online reputation but also your Google Local listing rank and find the common problems they have, identify the threats. It’s worth taking the time to address such concerns where possible.
3.Mine the data to check for trend and opportunities:
Collect all the data you have from your customers, analyze and find the common problems they have, identify the threats. Use those data in your business decision making.
Earlier Companies have used surveys to try to measure their customer satisfaction and identify opportunities. Now, in the era of social media, we have customers coming directly to the company with this information via different social media channel.
4. Use Hashtag to connect with your customer:
A hashtag is important as it helps increase social media engagement with new users. By following hashtags from your industry niche, you will be able to find out what customers actually want or what they expect from your businesses.
A perfect example is KitKat, I am sure many of you love this chocolate and aware of their tag line “Have a Break”.
So KitKat uses their tag line as a hashtag #Haveabreak in all their social media platform. As their consumers were aware of their hashtag they use their hashtag to engage with the social KitKat community.
Conclusion: It doesn’t matter what type of business you are running. Your customer experience plays an important role in the growth and development of your business. If you are customers are happy and satisfied with your product and services there is a 100% chance that you will earn more profit in the long run. All I want to say make is your customer happy, do want they want you to. Make them feel like a king and your kingdom will never be ruined by your competitors.
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