When customers interact with a company, they expect the communication to be a reflection of that company itself. These days, it’s becoming increasingly more popular among customers to prefer experiences that are both personalized and helpful.
It’s simple — superior customer experiences breed brand loyalty in ways that your product or service alone cannot. In fact, according to a recent study from Verint, 89% of consumers agree that good service makes them feel more positive about the brands they engage with.
Tapping into the more personal, positive and proactive side of customer service will allow your customers to feel a stronger, more long-term connection to your company. In turn, this will help your business thrive, especially among the competition.
Create Signature Moments
Companies can often take the little things for granted; often, it’s those small acts that make customers feel completely welcome and satisfied. Sending personalized messages to follow up after an issue or with a lead, interacting on social media and remaining available for your customers are all huge for creating those signature moments. For support agents, customized agent scripts are an amazing tool for finding and maintaining your ideal brand voice that will keep your customers happy and loyal.
Foster Real Relationships
Direct communication with your customers is like having access to your own database of information; you can understand how they think, feel and share your company’s products or services, often just through a simple conversation or survey. It’s important to take the time to foster relationships with your customers so that they feel they are being heard, and are a part of, the whole process.
Customize Self-Help Tools
It’s largely understood that these days everyone — especially millennials — prefer to access self-service support in order to figure out answers to their questions, or solutions to their problems. Building customized self-help solutions for your customers, such as troubleshooter decision trees created with your brand in mind, is a great way to not only solve their problems but make them feel more satisfied with your company overall.
By creating personalized communications, maintaining happy relationships and enabling people to self-help in a customized way, you and your organization will be well on its way to building amazing, strong brand loyalty among customers.