Updated: Feb 18
ID HOTELIER - For every business to grow and be successful, it needs to have good customer service. Without it, the business might suffer from high customer churn and negative reviews.
With good customer service, your business’s public image will increase through word of mouth. This gives you a competitive edge and in turn, increases your business profits.
So, read on to find out several insider tips to help you improve your customer service and relations in your business.
1. Use CRM software tools
You can use customer relationship management (CRM) software to track and manage data and communications. In turn, it allows you to give your customers engaged services.
When you use CRM software, for managing administrative tasks, your team can place more focus on connecting with customers in a veritable way. Additionally, CRM software tools can serve as public relations for SaaS companies through the provision of cloud-based access to important data.
2. Perform customer surveys to know satisfaction levels
Customers are always happy when businesses listen to their complaints and comments. So, create customer surveys to get feedback on your business products and services.
You can send email requests for review or post a survey on your website. These methods will help you know more about what your customers value.
3. Know your customer’s journey
For you to have good customer relationships, you must first assess the customer’s thought processes and actions via their buying process. When you own a customer journey map that gives you details about each stage of the sales funnel and also addresses the thought processes of a customer at every step, then you can empathize with their experience and also expect their needs.
4. Reward loyalty
An effective method of improving customer relations is to offer loyalty programs. When you give customers the incentive to buy from your business, they will be more motivated to remain loyal to your brand. You can make them feel valued by giving them discounts after large orders or during their birth month.
5. Let your customers know you
As the world is increasing digitally, customers would appreciate it more when they can directly talk to the company representative. Let your customers have the direct number of a front-facing staff member, and also ensure every communication is signed with a real employee’s name. Introducing yourself on a personal basis helps form genuine connections.
6. Use affirmative language for communication
In the process of talking with customers, you should use phrases or words that are in tune with their point of view or experience. When you use affirming language, it makes customers comfortable and also lets them have trust in your company.
When you treat them like a priority and also validate their experience, it tells customers that you show commitment to ensure that they are satisfied and value them as long-term customers.
7. Always respond in the right way
An essential step in starting and maintaining customer relationships is to be communicative and also responsive. When a customer trusts that you will reply to their needs in the right manner, they will always have the incentive to continue using our services and also remain in a long-term relationship.
So, ensure that you respond to messages from your customers as fast as possible. This will let you engage them before they move to another competitor or are distracted. Create policies that guarantee a response within specific time frames and always strive to beat that set time.
8. Have frequent follow-ups
Customer engagement can fluctuate with time, there is nothing wrong with that. This is why you must follow up. It is an excellent strategy to balance long-term customer relationships. When a customer hasn’t purchased a certain time frame, you can reach out to inquire about a service they might need soon.
This will ensure that your customers don’t switch to a competitor since you will be prompting them about the positive connections that already have with your company.
9. Ensure every communication is personalized
You can do this by calling them by their name. It is an effective and simple method of developing customer relationships. You could use mailing list software to automatically fill in their names or customize it by sending personal letters to clients.
Customers usually love receiving personalized attention. They feel more connected to a brand that speaks with them on a personal level.
Irrespective of if you take up the responsibility of customer service or you have a team that does it, your business must perform up to a standard that can be appreciated by customers. Having an excellent customer business can make your business succeed or fail, especially in the present competitive global economy.
When customers are just a click away from doing business with a person in the world, good customer service can make every difference for your business.
Over to you
The hotel industry is always changing, especially during a time of crisis. Make sure to future-proof your business and continue attracting new guests by investing in these solutions.
ARE MORCH - Founder and Digital Transformation Coach Are, is a digital transformation coach helping hotels open their digital front door, reimagine their processes and culture, and transform experiences in a fast-paced world without competing with online travel agencies! In his free time, Are and his wife transformed abused and abandoned horses providing them a better opportunity to do what they were meant to do. “To me hospitality and digital transformation are art. It is like a painter that uses a combination of colors to create a picture. And we will all have a unique perspective on how we view the finished product. The key is to bring out the commonalities that tell us that this is an experience we want to share with others.”