Customers who are loyal to your company are inarguably the more beneficial buyer group to which your company should seek to cater. In consistent research, it has been shown that returning buyers make up the broad majority of a company’s revenue, even if they only make up a small percentage of the company’s total buyers. People are creatures of habit. Once they start buying from a company, it’s likely to be a long-term, very lucrative trend for that company.
The customer service department has two main objectives: speed and accuracy. The ability to provide the right answer, with the right timing, will give your company the basis for a successful and satisfactory system of customer relationship management (CRM). Meeting the high standards of the market demands takes careful planning, tenacious preparation, and of course, a reliable team. Here’s a short list of key items and strategies to master in order to really excel in this field.
Companies who deal primarily with B2C relationships are the norm in the business world. Satisfying customers is an age-old struggle with years of work and expertise available to implement for an up-and-coming company. But what about the businesses which primarily cater to other businesses? Here’s a good, hard look at the two main service qualities business wants from another business, and how you can become a pro at B2B customer service and customer management.
There’s little to no leeway anymore when it comes to first call resolutions (FCR’s). Your team has to keep this metric in their sights at all times if you are to be a competitive company in your industry. The trend of the current market is about the same no matter which department you work in: customers want things done quickly and correctly, more so than ever before. This means that if you want to keep up, you have to get things done on the first contact point, as often as possible.
Offering a multi-channel customer support platform is a lauded strategy to achieving higher levels of customer satisfaction. Customers like having the power to approach your company and connect with the support team using whatever method they feel is the most comfortable -- it helps create a sense of trust and ease between the buyer and the business. With this in mind, it has been increasingly popular to provide e-mail support in tandem with phone-based support, to cater to those customers who would like time to reply at their leisure. It seems like with just these two channels, you would be able to cover most of the necessary bases for support channels. So why bother with adding another option? Does your company really stand anything to gain by spending time and labor on another support method?
Your company’s success depends upon its customer base. You’ve created a desirable product, you’ve structured your customer service department, and you’ve set up a good system of CRM, so what’s next? A 2011 study by Adobe Digital Index showed that 40% of eCommerce business comes from just 8% of a company’s buyer base – the returning customers. Your customer loyalty rates can have a drastic effect on your sales and revenue, but it is often overlooked when planning out company strategies. So how do you go about encouraging and satisfying this group of customers?