One of the best strategies used by companies is attracting and retaining customers to build long-term relationships. And, in this case, service and customer care are paramount.
“Get your customers very close. So close that you have to tell them what they need before they figure it out for themselves."
- Steve Jobs
THE IMPORTANCE OF THE COMMUNICATION
Normally, most customer service complaints are related to the type of communication used. They tend to be very unnatural, impersonal, robot-like. The companies train the employees in charge of this section as if they were robots, with predetermined greetings and sales pitches and apologies. When customers/users look for people who understand them and serve them empathetically, as if they were dealing with someone from their environment.
According to various studies, more than 80% of consumers prefer to deal with a person rather than with an answering machine. And, the more complex the problem, the greater the need to deal with a person with whom you can talk about it.
For this reason, when you have to talk with consumers and/or clients, you should try to make communication as empathic and natural as possible. A good strategy for this is to use their names, greet them in a pleasant way, worry about what they need, reassure them if they are irritated by the problem, etc.
All kinds of interaction is an opportunity to attract and retain customers. And over time, these interactions will create a solid and trusting relationship.
Therefore, one of the main objectives to attract customers is to maintain quality, natural and fluid communication. And thus, to be able to differentiate yourself from the competition.
KNOW YOUR CUSTOMERS
Get to know your customers. Undoubtedly one of the most important phrases to keep in mind when retaining customers. The recruitment and loyalty process is very similar to the sales process. It is necessary to know who you are dealing with, what they need, what they are looking for, what their tastes are, and a long etcetera.
Today, the easiest way you can differentiate yourself from the competition is through the experience your customers get. Therefore, you must offer them everything they need, and create more personalized relationships so that they keep you in mind.
CHANGE YOUR ATTITUDE REGARDING COMPLAINTS
All kinds of complaints made by your consumers about your product or service are an opportunity to get to know them better. As we mentioned in the previous point, it is essential to know what your customers think and what they need.
If the reviews you receive are negative, don't delete them. Ignore those opinions that do not try to improve the service or product they are talking about, and value those that really try to improve it with constructive criticism. The public will appreciate that you reply to these reviews, as they will see that you are interested in their opinion and that you do not try to hide it privately.
Encouraging consumers to leave their opinions, either through the website or other channels such as social networks, will earn you the trust of your customers, more specifically potential ones.
DO NOT LOSE CONTACT
Fluidity is one of the keys in the company-client relationship. To maintain it, you must have regular contact with all customers.
This will allow you to monitor all the information about the consumer and how he behaves with your company, in order to better control problems and solve them more quickly and efficiently.
Here are some examples of how to do it:
- After finishing some type of interaction with the client, you must follow up on it either by email, call, message, etc.
- Every X time, you should send your customers reminders of your services, promotions, offers, etc., so that they keep you in mind.
- Use the newsletter to promote news, events, congratulations and relevant content.
THE IMPORTANCE OF TRUST
get to generate a Trust fully in someone, no matter what field it is, it requires a lot of time and work. You must work every day with great effort.
We would say that it basically consists of fulfilling the goals and commitments that we have acquired with the specific client. Let's not forget that a client who trusts you is and will be a client who grows with you, who establishes new challenges to achieve together, and most importantly, who speaks well of you to others. future clients.
INBOUND MARKETING
As the years go by, both advertising and marketing change and evolve. What we call “invasive techniques” are no longer working, since what the client is now looking for is a product or service whose brand provides values and personality.
El Inbound Marketing are a set of techniques non-intrusive with which we can reach our customers. It is a type of strategy with which we can attract our customers and consumers with relevant and valuable content. So you can find us through different channels such as social networks or blogs.
These characteristics are what differentiate this strategy from traditional advertising, which would be the Outbound Marketing.
