Many businesses find it difficult to take care of their customers, which shouldn’t be hard at all. Still, many companies struggle with offering good customer experience because of the same mistakes.
The sound of silence – one of the most frustrating things for a customer is to address a company for a certain issue and receive the silent treatment. Or the worst thing possible – the “Thank you for your feedback, your opinion matter to us” answer. It doesn’t matter how the customer will contact you – letter, fax, email, social network etc. – they deserve to be answered properly and as soon as possible. Of course, you need time to check out their problem and find a solution, but at least send them an answer to let them know their problem is taken into consideration and, eventually, the estimated time you need to find a solution for their issue.
The SPAM – some businesses realize the importance of keeping in touch with their customers. Some businesses “over-realize” it. They send you 2-3 emails the first day, then they send you one more on the next day and 3 more on the day after and then some more etc. The information overkill is an important customer service mistake you need to get rid of. It may come as flattering in the beginning, but soon the customer will be irritated with the info overflow and your emails will find their way to the SPAM box. Or worse…
The one hit wonder – attracting new customers is a very important thing for every business, but keeping them coming back for more is vital. There are so many companies which spend big money on flashy websites and marketing strategies so then can make the first sale to a customers… and then to move on to the next one. Don’t do this. Always look for a way to help the customer with their second, third and fourth sale. Make them feel valued as the first time they made business with you. Because, these customers already know what you offer and they like it – selling it to them is far more cheaper and easier.