Make 2013 the Year of the Customer
As we approach another new year we invite you to take time to reflect on what's transpired before us in this past one. No matter how uneventful a year we think it was or just how quickly it seemed to fly by, there's still plenty to look back and reflect on. Typically much more actually happened than is remembered.
In regards to your customer support, try to think back to the beginning of 2012. If you still have your 2012 New Year's wish list from floating around, even better. What were the promises you made to yourself, your team and to your customers?
More importantly, did you hold your business up to those promises, or did you slip a bit along the way? If you didn't make good on all those resolutions, it's nothing to be ashamed about, life and business get in the way of even the best laid plans at times! Wipe that slate clean, it's time to make the New Year resolution to make 2013 the year you concentrate on making your customers feel like they're the center of your universe.
Keep Updated Logs
One of the easiest ways to make your customers feel special and unique is to know little details about them. I don't have to tell you the difference between "How are you?" and "How's your duck call collection coming along?" One's a common greeting, and the other a personal inquiry that makes a customer feel like they are truly noticed and really belong.
This is why it's important to keep updated conversation logs. Train your representatives to make little notes as the conversation moves along. Not only should they track every major event in order to stay up to date with how the transaction is coming along, they should also keep their ears open for little details that can add to the experience.
This doesn't mean they have to go fishing for information. Customers will usually offer it up themselves, often without even realizing they're doing it.
Contact Them When Things are Good
Just because you haven't heard from a customer for a while doesn't mean everything is fine and dandy. They could be quietly stewing in their own juices while you assume all is well.
It's important to regularly check up on your customers to make sure their experience with your company is the best ever. Don't do it so much they become annoyed with you, but don't assume their latest transaction went well just because they didn't contact you with an issue.
While it may not always be possible, try to avoid a form email for this conversation. It's better to get a polite, "I hope everything you ordered looks good, Kevin" versus a "Dear Customer #4839732, InTech Solutions sincerely hopes your order was satisfactory. CustomerBot 5000". Even if it's only every once in a while, a personalized note can go a long way towards keeping spirits up.
While these are just a couple of ways you can make 2013 the year of the customer, there are so many others. Implement ideas that you think will make your customers feel most appreciated and you will be on your way to a spectacular 2013!
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