It is not easy to have a business, and on top of it to always have happy clients. The truth is that nowadays, regardless of the field that we're talking about, competition is very high and customers' demands are becoming more complex and sophisticated day by day. Precisely for these reasons, it's pretty hard to have happy customers. But what would be the criteria that you should focus on, to try and have happy customers? I have an offer, the most important six steps in this regard:
1. Express genuine interest
First of all, you should know that most times customers want to feel important. How you do this depends on you and your imagination. It is important to get their eyes and make them understand the importance of your product and its impact on them, if they choose to buy it. If you want happy customers, remember that you must always give them what they want.Focus on the qualities of your product and how it can benefit customers, but don't forget to pay attention to the human aspect of the conversation. Ask clients how they found your business and what products/services they would be interested in when speaking about the near future. Showing a genuine interest on your customers' behalf can truly raise your business's popularity.
2. Listen to your customers
If you want happy customers, then you have to listen to them. Good communication with customers has always been the key to success. If you listen, you're likely to understand exactly what they are looking for, and then you can offer them products or services of the best quality. This means a time investment, and while it's true that time flies by very fast, it is important to make yourself time for if you want your business to thrive.
3. Share unique knowledge
If you want customers to be eager to shop with you again, then you have to share with them some of your knowledge. Tell them unique things about the products or services that you offer, and why they are better than what your competitors' have to offer. Don't denigrate, but highlight your products' qualities in front of the others. Also help your customers to solve their issues fast, and you will look like you're much better than the others. This is why it's important to have a dedicated customer service department that's as well prepared as possible.
4. Use appropriate humor
If used the right way, humor can be a great asset in your sales venture. Make sure to provide customers funny stories related to your business, or repeat your products' advantages in a fun manner. When engaging in a conversation with your clients, don't try to appear serious or use complex terms that require a dictionary to be understood. Rather, try to use a friendly, conversational tone that will benefit the customer and help him find exactly what he is looking for.
5. Provide pleasant surprises
Another essential step for customer delight is represented by pleasant surprises. A little gift that comes when people purchase certain products from you, or a generous promotion from time to time, can do wonders for your business. Customers love to be surprised and such strategy can be successfully used to boost your sales and marketing efforts. If you want to take your game to the next level, than you can also survey customers before implementing an offer to find out what specifically they would be interested in. Then, implement it at a time when they don't expect it, and they'll definitely be thrilled.
6. Make use of technology
If a little while ago marketing efforts translated into a customer department that tried to please clients as well as possible in person or on the phone, nowadays things are completely different. People can be more easily approached in the online environment. In fact, this is the first place where they go when the need for an answer arises. Therefore, you have to invest in appropriate technology to make your website (which to equivalent to a virtual business card) as effective and easy to use as possible. In this regard, you may successfully resort to the implementation of live chat, social media tools or a self-service technology, such as WalkMe. WalkMe is like a virtual guide for the customers, helping them reach their objectives in the easiest and most delightful manner. The tool guides the user through the site to help them with their customer support issue. These kinds of additions to your site can show your customers that you are there for them making life much easier.
It is a big deal nowadays to have delighted customers. But if what you do, you do with passion, things become a little simpler. You can have happy clients, regardless of the business you own! Everything depends on you, your attitude, and the means that you use for approaching your clients.
Stefanie Amini is the Marketing Director and Specialist in Customer Success at WalkMe, the world's first interactive online guidance system. She is chief writer and editor of I Want It Now, a blog for Customer Service Experts. Follow her @StefWalkMe