Customer Service Revolution A State Of Being!
Customer experience will overtake price and product as a key brand differentiator. Every single interaction a customer has factors into whether they remain loyal or switch to a competitor. Customer experience affects brand loyalty.
Common mistakes when engaging customers and how to avoid them:
Being unprepared
Poor interaction related to customer support means losing customer or sale. Don’t be passive when a customer calls for help. Familiarize yourself with a customer’s background.
To ensure that the customer is using the product to the fullest extent, jump into each interaction with personalized tips on specific features. If you come to each call proactively prepared, your customers are getting the most value from your product.
Failing to build a relationship
Avoid negative engagement with a customer, track customers engagement. Plan targeted, purposeful interactions to ensure they remain happy. Take the time to get to know your customers before any issues arise. Developing strong relationships with customers means they are more likely to talk to you not resort to extreme measures.
Making a useless call merely to check in
Don’t reach out to your customer blindly, consider these questions:
Are they happy using the product? Are they using the most advanced feature? Dive deep into customer data to better understand how customers are using the product and what they might need.
NTC uses a range of tools to collect data and gather insights about our customers and use that data to understand which customers may need more hand-holding and training to increase their level of engagement.
Learn more about your customer in advance; with all of this knowledge you can better address questions or concerns with specific tips or support.
That is NTC’s Customer Service!!!