Listen to Your Visitors and Customer Service
Column #itSAMarketingThing 4: Listen to your customer and visitor’s service and opinion.
The chronicle of different and low-cost marketing for startups, businesses and entrepreneurs. It’s a marketing story is told every month in the Monthly Ticket of the Marketing Blog.
Listen to Your Customer Service
The importance of knowing customers, walking on the floor and chatting with colleagues who have direct contact with customers and visitors, studying complaint emails and finding immediate solutions, especially when there are losses, keeping an eye on the comments of the sales department and listening to other departments in their routine to adjust the content of the website and meet the requested needs, avoid possible repetitive complaints and announce your actions and improvements, when possible, to your customers. Here is a small list of everything we can learn from our customers, both active and passive.
We can also consider social media communications in this category of communications that can bring us much more than a harmless comment reading.
Customer service empathy
Be empathetic and supportive when reading and responding to a communication from a client or customer, especially if the topic relates to something we’ve had some issues with, will always pay off. I have already asked a customer if I could contact him so he can explain what he was doing on his phone to get an error message, for example, not being able to repeat the problem on my phone to fix the situation definitively; and to my surprise, this customer appreciated it and is still a customer of the company. I saw this message as an opportunity for improvement, rather than not checking my system and replying with the pre-written apology message and to start over on a laptop; More than 60% of customers using their mobile to order in the company’s purchasing process.
Watching Is Learning
Thanks to my father, I learned even before I started working as a kid, every person in a company is important, has a place and a reason for being in a position in a business. It’s a principle I’ve always respected. Since my job in a company is often to solve problematic situations on digital tools, I have always had the opportunity to make changes and improvements aimed at freeing up and optimizing administrative processes. Listen to my colleagues, customers, people in queues and after-sales or post-event comments, as customers leave the room or the company, to get to know a different perspective of the product or service and thus, always work by improving the service.
Always Look for Opportunities
Budget: $0. Yes, we often already have all the information that allows us to improve our sales and after-sale process. All you must do is take the time to put yourself in the shoes of a visitor to understand their point of view and find a solution! I find dozens of them a day just by taking a walk outside, looking at the large windows of the surrounding businesses showing beautiful posters without any QR code, or even a web address, in front of a parking lot with 300 spaces.
Tip: Everyone in a business should be able to chat on the floor with customers, listen to feedback and discussions from the retail community, and take concrete action. Customers in 2024 shouldn’t have to fight to get a response, go through multiple forms, or sign up for a presale to view our products, view our service information, or get basic general information. Everything should be accessible with one click via mobile. Let’s display QR Codes, identify our web promos and mention everywhere the link to subscribe to our information distribution lists, which will make our life easier at the end of the line as an entrepreneur. In short, we need to help ourselves help customers and make their lives easy virtually! Everyone has a mobile in their hands! There are so many ways to display our products and services now.
Tools: Tools and apps are diverse, easy to access, and often free to help us promote, display, and inform the public about our products and services.
We’ll talk again in the next column.
Advertising
Conclusion
Customer service and after-sales are very important in entrepreneurial success. I even believe that it is directly linked to a company’s reputation, especially in an era where communication tools are open and accessible to the general public, such as comment posts and reviews on the web and social media. I think I’m even trying to find the documentation of my training courses, with my notes, to make a complete monthly edition on the subject.
By the way, the next Monthly Ticket is dedicated to website management platforms and it will finally unveil the official W+M logo, a task I had been putting off for a few months without being able to decide on the final model. Are you also hesitating for a long time in your colour choices for your business? An article on logo design will help us!
Best,
Jeff
Cr Images and production: W+M Services
Blog Tags
Websites - creation, management and design
I edit the content of existing sites via CMS in addition to creating sites with WordPress and Squarespace. I have been producing website content as a webmaster since 1998.
I help companies get their first website up and I improve the performance of existing sites.
Yes, I’m Mr. Analytics and my reaction time to new digital marketing is daily, which allows my clients to have optional and trend-cutting tools.
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