It allows you to collect company account with a customer reviews, but above all to listen to points of dissatisfaction in order to remedy them and offer ever more interesting experiences to your customers and future company account with a . Thanks to digital, companies have a unique opportunity to be in direct contact with their customers, but some simple mistakes can damage that relationship rather than strengthen it. However, company account with a tools like social media, businesses are hearing more complaints, praise, questions, and suggestions from their company account with a than ever before. In order to build relationships that drive loyalty, brands must not only listen to this information but also measure and act on it. Here are five of the most common mistakes businesses make in customer relationship management.
Not listening to customers To achieve Tanzania Email List goals, it is important for a company to offer the products or services that the market needs and this requires understanding the needs of the customers. The best way to do this is to listen to what they are telling us. Listening to the customer is the best way to make him offers in line with the challenges he faces, but above all it avoids many other problems. Because, in the era of the democratization of the web, consumers are, in the great majority, present on the Internet. Via spaces such as social networks or forums, the latter share their various experiences with brands, whether these are positive or negative. When the latter is positive,
is often overlooked by customer relations teams.
the repercussions are also positive and the brand can benefit from these new ambassadors and the trust placed in them by their peers. Fail to meet customer expectations (questions) Customers want exact answers, fast and efficient solutions. Your duty is therefore to present them to him. However, you have to know how to distinguish between what the customer wants and what he needs. As a service provider, you have an advisory role. It is therefore important to always give, as far as possible, elements of an answer that spur the customer towards what he needs, which may in some cases be different from what he wants. In the end, make sure that your employees who interact with customers share the right information with them, that which offers them relevant solutions to their concerns. To do this, be as honest as possible,
share with them the options that you have recommended to a friend. If necessary, show them examples to convince them that the solution you are proposing is the right one. Force your customers to only communicate with you through one channel Communicating with a business can be an important time for a customer. He allows him to talk about a specific problem related to your product and he expects you to provide him with clear and informative answers. In order to explain his concern to you, the customer chooses the channel that suits him the most. To date, there is not one channel preferred by everyone, so not offering several communication options is not the best solution. Therefore, don’t force your customers to contact you only by phone, email, or
Twitter Insights allows you to see the performance of the account over the previous 28 days.
chat. Because, if you want them to be as explicit as possible in the description of their problem, you must let them choose the channel so that they can express themselves at best. If they are in an open space for example, they may not prefer to talk about this over the phone, if only so as not to be disturbed by ambient noise. Live chat would also not be the best option if it wants to explain a problem in great detail, especially if it is a significant problem. Simply put, forcing customers to use a specific channel often causes a bad conversation. Ultimately, this does not match the growing customer demand for omnichannel customer service. Force on automation We often think that automation is the best solution to save time and therefore productivity. However, not
everything has to be automated. Don’t automate just because you can. Avoid erasing all personalization and direct contact with the customer. When possible, provide a variety of different modes of communication, as some customers prefer to chat online while others want to speak to a person by phone or better more directly face to face. Cut a relationship short after a negative review
Do you find it normal for a brand to give up a customer relationship after receiving a negative review? In my opinion, this is not an option to consider. The first of the points is certain to respond to this negative opinion and to propose a solution. Then make sure that an agent continues to check with the customer to ask if the solution fixed the problem or to suggest the next steps. This last step