Customer service is an interesting beast. Every time you think you have it figured out, it changes. It used to be that when people had a problem or a complaint about a service or product, they had to call a store and speak with a manager. Prior to that, they physically had to go back to the store where they made their initial purchase. Nowadays, many customers prefer to avoid the hustle and bustle of stores–they enjoy the ease of being able to go online. In 2017, the shopping path that customers use will continue to change, so it’s best to make sure you’re moving the same direction as they are.
According to mbilemarketingwatch.com:
“Customers can simply look up the answers to their questions, compare prices and get other useful information from their mobile devices or laptop computers. This growing trend of consumer self-sufficiency is why brands are looking at revamping their customer service departments and overall customer experience strategies in 2017.”
In case you didn’t already know, technology isn’t going away. In fact, we’re just finding more and more ways to integrate it into society. Customers are especially keen to technology. They love the ease of online ordering, the simplicity of opening an app, the directness that comes from reading online reviews. In fact, it is the brands that are steadily moving toward online immersion that are finding more and more customers are taking advantage of their products and services. What do you need to produce in the online arena in order to be successful in 2017?
A Website: This one may seem easy, but there are still businesses that lack a website in 2017. Your website doesn’t need to be fancy, nor does it need to be complicated. Website building tools like Weebly, Wix, and Square ensure that building a website doesn’t need to be expensive, either.
Social Media: For many, the thought of producing social media is daunting. The good news is, you don’t have to immerse yourself in all things social. Instead, pick one or two channels that you’re interested in learning more about (Facebook and Instagram for example) and try posting just twice a week. New products, discounts on services, and hours are all things that people would be interested in learning about via social.
A Positive Reputation: Have you ever Googled your business? If not, it’s better to know what is out there than to remain oblivious. Are the reviews good? Excellent–keep up the great work! Are the reviews average or poor? Use social media and your website to encourage happy customers to leave reviews on sites where your rating could be improved. Yelp and Google Reviews are great places to start and you can easily link to them through your website.
A Newsletter: A monthly eNewsletter is a great way to keep your customers up to date on happenings in your business. Sign up for eNews services through a site like Mailchimp and embed a signup link on your website. A solid email list is the key to growing your business in 2017.
Technology isn’t going away. It’s up to us, as business owners, to make technology work in our favor. If you need more ideas for how to use technology to make happier customers, don’t forget to check out all of the advice shared here in our blog.