This Valentine’s Day, how will your business say “I love you” to the most important person in your life: your customer?
In many ways, a successful relationship with your customers is like a successful romance. They want you to notice little details about them. They love it when you do thoughtful things (especially without any prompting). And if they think you’re losing interest, watch out.
When you provide great service, your customers are more likely to return the favor by staying loyal to your brand. Consider these stats:
- 70 percent of Americans are willing to spend up to 13 percent more to do business with a company that provides great service (American Express 2011 survey).
- Boosting customer retention rates by 5 percent increases profits anywhere from 25 percent to a staggering 95 percent (Bain and Company).
- 82 percent of people have stopped doing business with a company because of a negative experience (Right Now Technologies).
Whether you’re making sure a human answers your customers’ calls or providing relevant industry tips, the right tools can help you create a stellar client experience every time. So in this season of romance, give your customers a night to remember with our plan for a foolproof date.
Italian or sushi? Industrial chic or dim and romantic? The restaurant sets the stage for the evening, so put some thought into the impression you’re making. Just like restaurants, customer relationship management (CRM) systems come in every style imaginable so you can choose a platform that fits the needs of your business and your clients. A CRM lets you manage the entire customer lifecycle, from lead to order to support, with features that include sales force automation, marketing automation and support case management. That means you’ll have details about each customer at your fingertips. After all, no date wants to tell you where she went to school for the third time.
They say the way to a man’s heart is through his stomach. When it comes to your customers, skip the steak and nourish them with educational content. Whether it’s a how-to video or a white paper on a current industry challenge, addressing your customers’ real business needs through content will establish you as a thought leader and build trust with your audience. Content marketing tools help you keep everything organized and make it simple to publish across a wide range of channels so you can reach your audience wherever they are. Who saved room for dessert?
From truffles to conversation hearts, Americans spend about $1.6 billion on candy each Valentine’s Day. To treat your customers, invest in brand advocacy software. These platforms provide a hub for engaging with existing or potential customers, allowing you to reward them for things like sharing your content socially, completing challenges or writing product reviews. Perks for them and enhanced brand identity for you? Sounds like a sweet deal.
Did you know there are more than 10,000 wine grape varietals in the world? No wonder that restaurant’s wine list is so intimidating. With the proliferation of channels today, digital advertising can be just as daunting. Cross-channel advertising software acts like a sommelier, allows you to manage buys across three or more channels, including video, social media and websites. Data management platforms point you in the right direction by analyzing customer data and recommending audience segments based on previous touch points. Put it all together, and like a glass of Pinot, you’ll have your customers feeling the buzz.
Red roses mean passion. Yellow tulips mean you’re hopelessly in love. So how do you say, “Thanks for your business?” With a great customer service experience. Just like a bouquet of blooms, customers appreciate the thoughtfulness of good service, and help desk software makes it simple. Automate administrative tasks so agents can spend more time with customers, integrate with your CRM to access customer data instantly, and empower customers to answer questions on their own with a knowledge center and Q&A forum features. Your clients will remember how you solved their issues long after those lilies wilt.
Want to make your date’s heart pound? Tell him all the things you love about your relationship: your standing Sunday morning date with a French press and the newspaper, how hard his Conan O’Brien impression makes you laugh, the time he surprised you with Blackhawks playoff tickets. Doing that means paying attention to the details that make your bond unique. For businesses, call tracking software helps you listen to your prospects and respond in a way that shows you’re paying attention. Depending on the platform, you can track inbound calls to understand what marketing channels drive action and sales, or use call routing and voice response systems to qualify leads. By taking the pulse of your inbound call campaigns, you can craft a proclamation of love intended just for them.
Tonight’s the night. You pour the champagne, bend down on one knee and pop open that sky-blue Tiffany box. The sparkling diamond inside is your promise to your partner that she can depend on you. Customers want that same feeling of happily ever after from their businesses. E-signature software gives you a strong foundation of trust, partnership, and dependability to ensure mutual growth.
Remember, customers are like everyone else — we all want to be loved. By prioritizing your customers’ needs, your business will benefit in the long run. With tons of available software options, a little research can uncover solutions that will help you connect better with your audience. Find the ones that fit your needs best and set the stage for a blissful long-term relationship.