4 Tips That Will Take Your Customer Satisfaction from “Like” to “Love”
When it comes to showing your customers and prospects love, every day should be Valentine’s Day. Sometimes it’s the little things that can make a customer feel neglected, but it’s also the little things you can do to make them feel loved. When it comes to customer satisfaction, you can think back to your courting days for your strategy. How did you woo your valentine? If you need some help, we’ve got four tips that will ensure your customers stay enamored with you.
Don’t Keep Them Waiting
Keeping your customers waiting on an interminable hold is like playing hard to get—nobody wins. Research shows that customers are 59% more likely to buy and 73% more likely to recommend a brand when their call is answered in less than a minute. If the hold is longer than five minutes? 40% are unlikely to recommend that brand. Leaving customers to languish to the tune of elevator music just ensures they’ll be taking someone else to the prom.
Take Them Where They Want to Go
If your date wants sushi, why would you feed them steak? The same concept holds when it comes to your IVR menu. If your menu is confusing or doesn’t have the options your customer wants, they’ll just be frustrated and annoyed. Make sure you’re making use of intelligent IVR options so you can enable your customers to handle their own operations over the phone; such as tracking orders, paying bills, verifying appointment times and other specific information, etc.
Say your crush calls you to find out when you’re available for dinner—and you don’t pick up. If that’s the end of the road, then chances are you’ll be dining alone. Do you have an after hours menu that your customers can listen to regarding hours and location? If not, you may be missing out on your next true love.
Know What They Want
How many more dates would you get if you had Mel Gibson’s “What Women Want” psychic powers? You can do something pretty similar for your customers using call tracking with “whisper” messages. Use a unique phone number for each product or service you’re advertising; then when a call comes from one of these specific numbers, your agent will know exactly which ad the customer saw and is calling from. The “whisper” that the agent hears before they accept the call will tell them the identity of the caller and the source of the call. No more buying roses when she likes lilies. No more giving him beef jerky when he would’ve liked a box of chocolate.
When it comes to love, it’s the little things. But little things add up. This Valentine’s Day, give your customers all the things they love, and they’ll probably give a little love in return.
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