There is common ground between customer service now and customer service in the 1950s. You know the answer — COMMUNICATION!
Inside a storefront it is very clear, very quickly, whether sales people are assisting customers to have a great customer experience. Clearly, as evidenced by my last post, it is not always the experience provided to retail customers.
There is no reason that your company should not be using all the social media marketing and content marketing tools available to you to better communicate with your customers online. A great online customer experience translates not only to sales, but customers who return and bring their friends.
Upgrade your business to 1950s customer service with these 5 tips:
1. COMMUNICATE effectively! Use the right tools to reach the largest audience. Social Media, Website blogs and E-Newsletters can be very effective in communicating with your customers and clients online.
2. Provide the BEST PRODUCT OR SERVICE that you can provide. Give your customers the best possible information about how to use your products and services whether online or in person.
3. RESPOND to your clients and customers quickly. Respond to comments on your Facebook Fan Page and comments on your business blog as quickly as you can. Phone and e-mail inquiries should be responded to promptly and if you don’t yet have an answer to their question, let them know that you are working on it. You will build good will with your customers by your quick response.
4. FOLLOW UP to ensure that your customers’ experiences are all that you want them to be with phone calls, e-mails or surveys.
5. COMMUNICATE your thanks to your customers and clients for giving you their business in this land of so many choices. There are too many ways to thank them to enumerate here but you, no doubt, are already providing special discounts to loyal customers, having customer appreciation days or thanking them in any number of other ways.
There is absolutely nothing new here! These tips are time honored and used heavily throughout the 1950s (except, of course for the online tips). The reason these tips are so important is that they work!
What do you think about upgrading to 1950s customer service? Are you already doing these or will you implement them?