Any show of concern will not help if the buyer ultimately could not satisfy his need. This also applies to those employees who promise something to the client. If you said that you will call back in an hour, you must do it without fail and at this time.
Empathy
If you show maximum patience and understanding to a dissatisfied client, he may come again. In the service industry, the ability to sense a person's mood and empathize with him is very important.
Case: VT-metall
Find out how we reduced rcs database the cost of attracting an application by 13 times for a metalworking company in Moscow
Find out how
Care
Offer the customer a glass of water on a hot day or a cup of coffee in winter while they wait for their order to be fulfilled. Issue a duplicate discount card in case of loss or tell them about the existence of a virtual one, while reminding them about the loyalty program. Help them choose the right size of the product or draw their attention to the expiration date of the product. All these manifestations of care will make the person want to come back more than once.
Feedback
Customer reviews of the company's work are needed not only by users. First of all, they help improve the product and improve the quality of services. To motivate buyers to leave their reviews or participate in surveys, you can motivate them to do this by offering a small gift or a discount on their next purchase.
Dealing with negative opinions
The shortcomings voiced by the client are a specific indication of the direction in which to work. The consumer must be reassured, promised to understand the reasons, solve his problem or return the money. And the company must understand where this negativity comes from and correct the situation.
Recommended articles on this topic:
Selling price list: 5 marketing tricks + 10 tips for design
How to increase the flow of customers by choosing the right method
Absolutely Free Internet Advertising: 19 Options
Customer Centricity and Customer Experience
Any business should be focused primarily on the consumer. Otherwise, innovative developments will not receive due assessment. In the absence of internal customer centricity, the company begins to lose profits. Therefore, those businessmen who are determined to win in the competitive struggle are increasingly paying attention to specialists in customer experience - a new profession that is gradually developing in Russia.
Customer Experience (CX) literally means "customer experience". In fact, it is a modern approach to business strategy, built on the creation, research and improvement of consumer practice. Sometimes this is the name of a department, a group, there are already CX managers, whose main task is to maintain positive emotions in the client at every stage - from clicking on a link to purchasing a product.
Customer Centricity and Customer Experience
Customer Experience did not appear yesterday. This discipline has existed in the Western economy for decades. In Russia, the concept arose at the junction of several sciences quite a long time ago, but until now no single definition of the term has been developed. Now, some companies have already adopted CX and single it out as a separate direction.