Customer experience will overtake price and product as a key brand differentiator by 2020. Every single interaction a customer has factors into whether they remain loyal or switch to a competitor. Customer experience affects brand loyalty.
Common mistakes companies make when engaging customers and how to avoid them:
Being unprepared.
Poor interaction related to customer support means losing customer or sale.
When a customer calls to ask for help, don’t be passive. Familiarize yourself with a customer’s background so you can take charge of the conversation.
A customer churn is preceded by poor product usage. To ensure that the customer is using your product to the fullest extent, take the opportunity to jump into each interaction with personalized tips on specific features. If you come to each call proactively prepared, you can make sure customers are getting the most value from your product.
Failing to build a relationship.
Your first engagement with a customer should never be negative. Track customers’ engagement with your product from the beginning. Plan targeted, purposeful interactions to ensure they remain happy customers. Before any issues arise, take the time to get to know your customers. Developing strong relationships with customers means they are more likely to talk to you not resort to extreme measures. Make sure your first interaction with a customer is a positive one to inspire confidence in the relationship.
Making a useless call merely to check in.
Too many representatives call their customers just to “see how they are doing” without having an objective. Don’t blindly reach out to your customer.
Consider these questions:
Are they happily using your product? Are they using the most advanced feature or have they barely made it past the sign-in page? Before you pick up the phone, dive deep into customer data to better understand how customers are using your product and what they might need from you.
NTC use a range of tools to collect data and gather insights about our customers.
If you have a subscription business, familiarize yourself with contract renewal dates. Analyze which features a customer uses most as well as what part of the product he or she has yet to explore and leverage.
NTC use data to understand which customers may need more handholding and training to increase their level of engagement.
If you learn about your customer in advance, you’ll be able to make a personalized call, armed with specific tips or support. With all of this knowledge, you can better address questions or concerns and make customers feel special in the process.
That is NTC’s Customer Service!!!
