Modern time customers do not like the traditional way of customer service anymore. They certainly want their product in working condition primarily and additionally, they want to be swept off their feet in terms of exceptional service. While they understand that the same cannot be a reality in each and every instance, modern marketing experts comment that there is nothing wrong with the way, customers think.Companies, on the other side leave no stones unturned to make sure that they instill customer loyalty in their customers and they come up with strategies that are vital in not losing their customers to competition.
Customer service should always be a priority for any firm but in the longer run, firms are focussing on customer engagement. Surprisingly, some marketeers do not know the difference between customer service and customer engagement. The difference between customer service and customer engagement is the difference between being polite and being interested. When you first meet someone, begin polite means that you say hello, shake their hand, and smile. It is a show of respect, to treat others as you want to be treated yourself. Being interested in the person you just met involves engaging them in conversation, listening to what they have to say, considering that information, and responding in a relevant way.
Customer engagement is getting increasingly popular with every passing day. Higher customer engagement means higher expectations. There will be more customer service issues being vocalized, more questions being asked, but smart businesses know that every interaction is a chance to earn loyalty. More customer loyalty means more revenue, often exponentially.
There’s a bonus too: customers who have a great experience now have audiences with which to share their joy. 71% of people who received a speedy and effective response to an online complaint shared their happiness with their social networks. So in a way, a solid customer engagement and retention strategy is also a customer acquisition strategy.
Sometimes traditional ways cannot be ignored totally and it certainly suits the concept of customer service. While there will be lucrative concepts arising with regards to customers, one should not forget the strong foundations of customer service. There should be a dedicated customer service unit who should help customers to overcome their issues, educate them and guide them which will definitely help the firms to form a strong army of loyal customers. It is also important to have a systematic tool to get closer to your customers and facilitate your good intentions of excellent customer service.
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