Let's first look at the essential elements you need to follow to retain your customers:
Posted: Thu Jan 23, 2025 5:21 am
Omnichannel customer service
Before and after the purchase process, if there is one thing that customers expect from their brands, it is customer service. In fact, much of the emotional attachment they associate with companies is due to the service they receive.
However, customer service is more than just greeting them in the store with a, “Hi, how can I help you?” The advent of e-commerce has divided the shopping fraternity into two different segments; online and offline.
If you are now wondering which channel needs more focus, the wisest and most obvious answer would be both.
Time-poor customers who shop offline write product reviews online. And not only that, even when it comes to queries, the initial tendency is to find a platform on the web, because it is not only convenient but also time-saving. Needless to say, they expect a proper response from the online customer service.
That's not to say that they're all short on time. They're perfectly capable of returning to the stores with their questions and comments.
The point is that brands need to have an active omnichannel presence across all mediums with fully functional customer service support. This will lead to more customer interactions and hence, they will have more chances of converting their valuable customers into lifelong loyalists.
2. Credible interactions with customers
It's not just about having a customer service establishment on all media, you have to be very active and the responses to your customers' queries and problems must be fast.
Consumers do not appreciate it when companies fail to resolve their issues in a timely manner. They chief vice president marketing officer email list view this as poor customer service and are likely to switch to another brand. Findings suggest that up to 60% of customers stop doing business with a brand after poor customer service.
One way to ensure loyalty among customers is through credible interactions with them. They expect a certain amount of exclusivity and a personalized approach from brands in addition to a timely response.
Businesses need to please with positive responses, praise, and sometimes thank you messages – this makes the customer feel valued. But in the beginning, the most important thing is to respond quickly, whether through 24/7 human customer service teams, AI-powered chatbots , or numerous customer relationship managers.
Timely, personalized and credible interactions with buyers go a long way in acquiring their loyalty.
Before and after the purchase process, if there is one thing that customers expect from their brands, it is customer service. In fact, much of the emotional attachment they associate with companies is due to the service they receive.
However, customer service is more than just greeting them in the store with a, “Hi, how can I help you?” The advent of e-commerce has divided the shopping fraternity into two different segments; online and offline.
If you are now wondering which channel needs more focus, the wisest and most obvious answer would be both.
Time-poor customers who shop offline write product reviews online. And not only that, even when it comes to queries, the initial tendency is to find a platform on the web, because it is not only convenient but also time-saving. Needless to say, they expect a proper response from the online customer service.
That's not to say that they're all short on time. They're perfectly capable of returning to the stores with their questions and comments.
The point is that brands need to have an active omnichannel presence across all mediums with fully functional customer service support. This will lead to more customer interactions and hence, they will have more chances of converting their valuable customers into lifelong loyalists.
2. Credible interactions with customers
It's not just about having a customer service establishment on all media, you have to be very active and the responses to your customers' queries and problems must be fast.
Consumers do not appreciate it when companies fail to resolve their issues in a timely manner. They chief vice president marketing officer email list view this as poor customer service and are likely to switch to another brand. Findings suggest that up to 60% of customers stop doing business with a brand after poor customer service.
One way to ensure loyalty among customers is through credible interactions with them. They expect a certain amount of exclusivity and a personalized approach from brands in addition to a timely response.
Businesses need to please with positive responses, praise, and sometimes thank you messages – this makes the customer feel valued. But in the beginning, the most important thing is to respond quickly, whether through 24/7 human customer service teams, AI-powered chatbots , or numerous customer relationship managers.
Timely, personalized and credible interactions with buyers go a long way in acquiring their loyalty.