Customers Engagement – The 6 Rules

Arumoy Saha
Jun 22

Based on our internal knowledge and the present sites, we have created our own set of rules to create and maintain a strong feedback loop that for current customers at the same time, build a positive image and a good understanding of who we are:

  1. Diverse and detailed work record: - Customer experience is increasingly becoming a key brand differentiator. Hence, it is getting vital to ensure that customers can see you apart from the competitors. American Express' Global Customer Service Barometer reported that 59 percent of Americans surveyed said they were willing to try a new company for better customer experience.
    Being found is your responsibility, not the customers’ so ensure that you are available in various venues, so when the search is on for different keywords, you are found.

  2. Do not hide from your customers: - Make it easy to be found by your customers. The ability to have live communication with a live person can often make or break a business. According to PwC's Global Digital IQ Survey, 84 percent of customers get frustrated when contact information proves inaccessible, while 55 percent fall in love with a brand based on how easily support can be accessed. A website should be such that it encourages people to directly communicate with your company as it gets them engaged with you and form a connection. Communication can be achieved by many or any form such as a simple call, Facebook message, tweet, or customer review.

  3. Nobody is perfect: - There is no business that has a 100% error-free record despite their efforts. Each of them makes an occasional mistake. Be ready to accept your imperfection. After conducting several surveys covering various aspects, we have realized that it is almost impossible to score a perfect 10. From the gathered feedback, even though it may not be 10, you can tell where your strengths and weaknesses are.

  4. No publicity is bad publicity: - The most powerful sales weapon is the word of mouth. A Nielsen survey found that while 70 percent of consumers surveyed said they trusted online reviews, 92 percent trusted a recommendation from people within their social circles even more. Always encourage referrals by collecting referrers’ names from new customers and then reach out to personally thank them. We retweet and share people’s stories and pictures about their purchases, via social media, and happily provide references to prospective customers, too.

  5. Don’t be complacent: - There is always room for improvement even after getting all 10s. One negative feedback can destroy a decade of positive reviews and according to Help Scout, it typically takes 12 positive ones to make up for it. Continuously strive for perfection by doing everything possible to make customers feel happy to have worked with you. This generally directly relates to nurturing and maintaining high expectations of talent that will make employees carry your banner with pride, take their roles seriously, and keep accountability.

  6. Over-communicate: - Due to the feeling of neglect, customers, more often than not, are ready to give negative feedback over good ones. In fact, 70 percent of repeat orders generally come from customer satisfaction according to a McKinsey study. Public channels are now used as their first form of communication after a poor customer service experience as many feel that this is the only avenue to vent out their dissatisfaction. This is why it is important to maintain a feedback channel throughout the whole customer experience process. As no one can be perfect, strive to be the best. In today’s day and age, reviews generated by consumers is a key part of doing business. So, focus on delivering consistent quality and resolving any issues that may come up. Happy customers spreading good reviews is the best marketing you can get.

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