Effective Touches That Make A Difference In Customer Service

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Your customers are the lifeblood of your business. When you don’t focus on them, your business suffers. On the other hand, showing your customers that you care about them and their needs can be the difference between a loyal relationship or a nonexistent one.

Read on for more on how to make the customer experience as pleasant as possible.

Get to a First-Name Basis

One way to get a customer’s experience off on the right foot is to use their first name. But more important than using their first name in every communication is earning a first-name basis relationship with them. 

 

Just because they provide their first name in a form doesn’t mean you’ve earned the right to use it. Take it upon yourself to do what it takes to build a first-name-basis relationship. Start by asking if it’s okay if you use their first name. Customers will appreciate the gesture to find out what they’re comfortable with. 

If you get the okay, use their name in every interaction and build on that. Get to know them as people. Find out what their needs are and what they’re up to. Build a real relationship with them regardless of whether they make a purchase or not. 

Leverage Automation and Artificial Intelligence 

Another way to differentiate yourself in the customer service game is to leverage artificial intelligence and automation tools. You can use both to facilitate more efficient customer service communications and tasks. 

For instance, you can use AI to learn more about your customers. The more your customers interact with AI, the more AI learns about your customers. You can use that data to implement more targeted marketing campaigns. You can also use it to separate quality leads from the rest of the pack. 

Furthermore, you can use automation tools to handle repetitive customer service tasks, like sending out purchase confirmation emails or gathering information about customer service issues. 

Be intentional when choosing automation and AI tools. Research them in-depth before making any permanent decisions. Ensure they enhance your customer service initiatives rather than distract from them. 

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Set Yourself Apart With Direct Mail Campaigns 

Use what you learn about your customers through automation tools and AI to launch a unique direct mail campaign. Despite what many people think, direct mail marketing isn’t dead. People still love to receive physical products and gifts from businesses they love. 

Stand out by sending your customers something that touches their hearts or helps them solve a problem. 

For example, you could send your customers business postcards that are visually appealing and valuable. You can handcraft them for a segment of your target audience so that each person receives a one-of-one postcard with a unique offer. 

You can also send your customers personalized offers to better your customer service. 

Send Your Customers Personalized Offers

Getting a coupon or discount code from a business is one thing. Getting a discount code or coupon that seems like it was made just for you is another level of customer service. Customers are more likely to use personalized offers over the general ones you send to everybody. 

So, send potential customers a different offer than you do your loyal customers. Get peoples’ birthdays if you can and send them a gift when their day comes. Send out exclusive invites to customer events. Connect your offers to who your customers are. 

Asking for feedback and actually implementing it is another way to make a difference in your customer service. 

Ask for and Implement Feedback 

One of the most overlooked ways to show your customers you value them is asking for and implementing their feedback. Reach out to your customers and find out what they think about your brand, their last purchase, how you can better your products and services, and so forth. 

But make sure you ask for their feedback in a personable way. Avoid sending out a generic email with a survey attached to it. Instead, craft a personal email to each customer and tell them why you need their feedback and how it will help you serve them better. 

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Over-delivering on your brand’s promise can also set your customer service apart. 

Over-Deliver on Your Brand’s Promise 

It’s easy to get lost in the sea of brands in your industry if you’re only going to do the bare minimum. Meeting your customers’ expectations may get you some conversions. However, it isn’t conducive to making people loyal, long-term customers. 

If you want to excel in customer service and give your customers the best experience possible, over-deliver on your brand’s promise. Do more than what they expect. 

For example, let’s say a customer wants to return a product, but they’re just a few days outside the timeframe for receiving a full refund. Instead of refusing to refund their money, give them a full refund, a discount on their next purchase, and a follow-up email a few days after the conversation to ensure everything is going okay. 

Go above and beyond for your customers. 

Conclusion

These are just a few effective touches that make a difference in customer service. Starting with just one of the tips above can significantly boost how you care for customers and ensure their needs are always met.

 

Dan Matthews
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