Welcome to this great post where I am going to discuss how to improve customer engagement and grow your business. Well, if you are reading this post, I am fully sure that you are passionate about growing your business online and offline too. In this post, I am going to give you innovative ways to greet your customers and ideas for connecting customers.
Dear Business Owners Read this post and Grow your business. This post will help you a lot in terms of growth and making a great relationship with your old, existing, and new potential customers.
And, this post is going to help you with many topics which will develop your business. let’s go
Many of the business owners do not find it sensible that they have to have an emotional relationship. However, it is quite important. Actually, I would say that if you can feed or satiate your customer’s emotional quotient, you can sell anything. One more thing you can not sell to every visitor. That is ok. This is because everyone has one’s own nature. So, do not worry if someone does not become your customer.
Let’s focus on potential customers. Please make a good emotional relationship with them.
What is An Emotional Connection?
Emotional Connection means the way your customer feel at your place. They should feel happy, They should feel pride. You should appreciate them. And, also value them. Please do that. this will ensure you will have many returning customers. You need to capture their hearts and minds. You can do so by being good. There is no magic.
How to use emotion Customers?
If a customer is calling you or make a complaint, I want you to consider this as a great opportunity to connect with your customers. As customers calling you and making complaints are a thousand times better than the customers who slip out silently. I hope you got the point. Use all mediums, like Social Media, Email, Website, Facebook, etc. Engage your customers everywhere possible. For this, you can Hire a Digital Marketer.
Collaborate with your customers
When you take proper and timely feedback from your customers and also respect new customers in front of old and existing customers and vice versa. Whenever you get complaints from your customers, ask them what they think should be a resolution, That is a new thing and will grow your business to a new level.
Listen to your Customers
Always make sure you give enough time and space to your customers. They should feel free to speak. I would say that you should let your customers vent his/her anger. And let them speak as much as they can. Two things would happen. First, the customer would feel respected. Second, your customer would be tired. Now, this is the time to be active. Acknowledge his/her points. Try to give the best possible resolution. You will be established as a great businessman. Continue and keep repeating.
It is good to Go Beyond Your Customer’s Expectations:
Few businessmen understand this point. However, those who understand make a great profit and establish a great number of loyal customers. what you have to do is that you just do something over and above your customers’ expectation.
Suppose, your customer complains about the malfunctioning of a washing machine. You not only repair the washing machine but also washes and polishes the washing machine. This is called going beyond your customers’ expectation. Repeat that and make your customers happy. Keep growing your business.
Create Quality Self Service
Well, it may sound weird to many traditional businessmen. But believe me guys, it works in a great way. Actually, our customers want to show some possessiveness over us. They want to be in commanding status. So, give them the same by letting them do something which you actually do for them. For Example, they should be able to make payment by themselves at the retail store.
You have already understood that customer engagement is your most important responsibility. Your customers start making impressions the time they enter your business premises. So, make sure they feel delighted from that point only. On the later stages, it becomes more important. It should be implemented at all corners of your business.
If you find it difficult, talk to a Marketing Consultant. A Good Marketing Consultant will surely help you achieve your goals as far as customer engagement is concerned. That is a good idea to connect with your customers.
Keep Your Employees Happy to Make Your Customers Happy
I assume you have already understood what I want to say. Yes, you got it right. Your happy employees ensure that your customers leave your business with a great amount of delightfulness.
Therefore, ensure some small things which will Keep Your Employees Happy.
- Use Some Smart Gadgets In Office
- Keep the working Area Clean and Disinfected
- USB Cup Warmers
- Mobile Chargers
- Freedom to use Social Media
- Give Them Fidget Spinners
- Wireless Charging Devices
- Use Cable Management Boxes
- Good Quality Wearable
- Proper Tracking Stickers
- Pocket Printers
These are just a few points which make your employees happy. You can think about more ways.
Host an Event to Make Your Customers Yours
Organizing a face-to-face interaction with existing and potential customers can still draw a crowd in the age of video calls and conferences. “No matter what industry you work in, we are all in the people business,” says Michael Massari, senior vice president of National Meetings and Events of Caesars Entertainment.
Excited and engaged customers bring in 23 per cent more profits. However, with advancing technology and decreasing face-to-face encounters, companies are having to find new ways to get customers excited.
Excitement is an emotion that fosters engagement. Positive experiences lead to increasing connections. Sports fans, for example, are so engaged they frequently describe their beloved team as part of their personality. This is the ultimate brand engagement.
So, you can see how important it is to excite your customers!! I hope you do.
Connect with Social Media and Share Some Behind The Scene Things. This excites your customers and they feel connected. They actually belong to your business. You can hire a Digital Marketing Company like JustBaazaar to achieve this Goal. We do this for a very small amount every month.
You can Launch User Conference
You can do so by harnessing the latest technologies and online platforms. Consult with your Digital Marketing expert to know how it is possible.
Ask Your Customers Their Feedback
Your Customers love to talk to you and they really love to give advice, It is human nature. Therefore feed this human trait by giving them an opportunity for leaving their feedback. As they are connected to your business, they may have some great ideas to improve your business. Hence, it is pretty important you should listen to their feedback and work on those points.
This is a great opportunity. And few businessmen are using this. What you have to do is just make your services or products special to your customers. Small customizations do not cost you much. However, your customers feel good, respected, and connected.
Who loves boring life. Nor your customers love the same boring packaging methods. So, try to adopt new, funny, or fancy ways to pack your products. This will grow your business and keep your customer mood relaxed.
Apple, for example, has a secret packaging room dedicated to creating an emotional experience when customers open the box. The experience feels so valuable that many of us save Apple boxes, though we toss out packaging for other products.
Adopt A Positive Tone
When you answer the phone, smile as you greet the person on the other line. Although it may be a bit of a cliché, a smile can truly be heard through the telephone. Smiling as soon as you connect with the customer will begin the interaction positively and create room for productive and friendly exchange.
Also, be aware of your vocal qualities throughout the call. Control your rate of speech, your pitch, and your overall timbre. The average individual speaks at a pace of 130 to 150 words per minute. Match this rate while on the phone.
Anything faster will be difficult for the customer to understand while anything slower will give the impression that you are slow and lazy.
Try timing yourself in order to ensure that the rate at which you’re speaking falls into the 130 to 150 words per minute range. Keep the pitch of your voice in mind while you’re on the phone as well.
A high pitch connotes youth and often fails to suggest an authoritative image. Meanwhile, a low pitch can sound harsh, especially over the phone. Find a middle ground, and always vary your inflection in order to make yourself sound natural and interested. A monotone sounds boring and unenthusiastic.
Controlling these factors and smiling will ensure a positive tone on the telephone and will greatly improve your customer service skills.
Whenever you are on the telephone, speak clearly. Enunciate and use simple words and phrases. Don’t use overly complex vocabulary or jargon.
The last thing you want to do is confuse the customer on the line or make them feel inferior. Also, avoid slang and filler words. Saying things like “dude,” “yeah,” and “um” will detract from the quality of the interaction, making constructive problem solving harder to attain. If you have a tendency to use filler words such as “um” or “like.” practice taking a pause instead.
Chewing gum or eating during a conversation can also lead to mumbled speech so avoid both of these practices in order to optimize your customer service.
Include the company’s name, your name, and offer your assistance as soon as you answer the phone. If you’re receiving a transferred call or if you’re working on the switchboard, state the name of the department you are a part of in order to give the client the appropriate information. Doing this will ease the customer into the exchange and let them know that you are calm and ready to help.
Once you’re in the middle of the conversation, give the person on the other end of the line genuine answers. Be sure to word these in a positive manner, as you don’t want to inject any negativity into the exchange.
Avoid phrases such as “I don’t know,” “I can’t do that,” or “Just a second.” Specify how long completing a task will take, and state what you can do rather than what you cannot.
Use Their Name
Write down the individual’s initials in order to ‘monogram’ the call. This will help you remember the client’s name and will personalize the call for you.
While you should use the customer’s name, don’t abuse it. Include it naturally throughout the conversation. Also, don’t be afraid to ask them for the proper pronunciation. Most customers will appreciate this gesture. Get the spelling correct, too.
Callers will value the personal touch you provide with a name.
In order to achieve a great ending to a telephone call, make sure that the caller understands the information you passed along before you hang up. Ask the customer “Is there anything else I can help you with?” Answer any final questions he or she may have to ensure complete comprehension and satisfaction. Also, provide any information that the customer might need in the future. If they need to call your business again, share optimal contact time and whom they should call.
Effective telephone communication skills result in more productive relationships that lead to better customer service and perhaps increased sales. Whenever you’re handling clients over the phone, remain positive and do all that you can to satisfy them. Empathize with them when necessary and be personable. Customers will certainly recognize when they’re being treated with courteousness, care, and consideration, which will translate to repeat business.
The way you greet your customer goes a long way toward setting the tone for the customer’s experience with you and your business. A warm, sincere greeting will make a positive first impression and dissipate the customer’s apprehension. An effective greeting should also help to identify the customer’s needs, which can set the stage for making a sale.
Some customers may enter your establishment with a bit of an attitude, giving the impression that they don’t want to be approached or assisted. A warm, sincere greeting can disarm the customer and put her at ease. A greeting also acknowledges that you are aware of the customer’s presence and that you are there to offer assistance.
A greeting should occur as soon as you are aware of the presence of the customer. If you make eye contact with the customer and look away, he may feel slighted and get the impression that you are not eager to help. If you are with another customer, you can still greet the customer and let him know you will be with him as soon as possible. Otherwise, the customer may think you are too busy for him and could decide to leave.
In addition to welcoming the customer, an effective greeting also helps to uncover the customer’s needs. For example, if you work in a shoe store, say, “What type of shoes are you looking for today?” If you don’t recognize the customer, you could say, “Have you been here before?” If the answer is no, it gives you an opportunity to start a dialogue by telling the customer about the establishment and its products.
If you haven’t met the customer before or know her by name, introduce yourself and offer a handshake. In many cases, the customer will offer her name in return. Use the customer’s name frequently during your interaction, as this results in a more personal approach and makes the customer feel that you are concerned about her needs.
Avoid using “May I help you?” or “Can I help you find something?” when greeting the customer These phrases are very broad and do nothing to address the customer’s needs. They also give the customer the opportunity to give the standard response of “No thanks, I’m just looking,” which is really just a way of saying, “Leave me alone. I don’t want your help.”
Great customer service starts the second your customer walks through the door. You don’t want to crowd or intimidate your customers – but a smile and a friendly greeting go a long way towards making them feel welcome. This can also make it less intimidating for them to approach you with questions or concerns.
Retail expert Bob Phibbs writes that greeting customers is a good way to differentiate from your competition and engage customers. He advocates making statements and offering insight instead of asking questions like ‘do you need any help?’ This is a great way to open dialogue with your customer without smothering them or giving them the chance to shut you down with ‘No, thanks…I’m just looking.’
Lack of product knowledge is a real turn-off for customers. If they ask you a question, they really expect you to have an answer.
As a retailer, you need to have an intimate understanding of your products and what they do. Take time yourself – and encourage others – to enhance their product knowledge. Consistent training and hands-on product experience are a must.
Clearly, sales success depends heavily on maximizing your time spent on the shop floor, but there are ways to get around this. Many retailers choose to use tablet devices for their training. This comes with the welcome added bonus of providing an extra resource to help customers with visual aids etc. during the sales process.
It’s an old cliché but it often isn’t what you say, but the way you say it. Choose your words carefully when dealing with customers – be honest, forthright and, above all, positive. Focus on fixing the problem. As a basic starting point, remember that ‘I don’t know...’ is only an acceptable answer to a customer question when it’s followed by ‘But let me find out for you.’
There are some pretty fascinating stats around verbal and non-verbal communication. Apparently, as much of 55% of the meaning in our words is derived from facial expressions – as opposed to just 7% in the words we actually speak.
Body language is an incredibly expressive and powerful communication tool – and we all use it unwittingly.
All it really takes for you to harness it as a retailer is a certain level of attentiveness and proactivity; watching your customers, understanding their actions and stepping in to help where required.
You’ll be able to identify customers who are lost, unhappy, irritated or confused. Proactively helping them to find what they’re looking for not only puts cash in your register, it delivers a thoughtful and caring customer experience which will only encourage them to shop with you again.
It’s pretty much inconceivable to compile this sort of list without the inclusion of listening. It’s a laboured point but it really does bear repeating. You simply can’t understand a customer’s needs or challenges, without listening intently as they explain it.
Have you ever wondered why we find it so hard, as human beings, to listen? Well, studies suggest that, whereas we listen at a rate of around 125-250 words per minute, we’re able to think of around 1000-3000.
This means that it’s easy – and natural – for our thoughts to ‘drift away’ from what we’re hearing if we let them. The problem is, that’s utterly toxic when it comes to customer service. Think of a time, as a customer, you’ve had to repeat yourself, or re-explain an issue. Annoying, right?
Pay direct attention to your customer – give them your total, undivided focus – and you give yourself the best possible shot at understanding and resolving their problems quickly and efficiently.
- Stay focused.
- Don’t interrupt or pre-empt.
- Repeat the key facts.
- Take notes if necessary.
- Once they’re done speaking, respond – and do so positively.
It’s such a critical and difficult skill to master, so it’s perhaps surprising that just 2% of people have had any formal listening training. Whether you go down the formal training route, or just make it a core part of your customer service manifesto, make sure that listening is central to every customer interaction.
Customer service is such a mixed bag, and customers will wildly vary in their approach. Some will be calm and placid, others will be more ‘animated.’ It’s important to be even-handed in your approach, whichever tact your customer takes.
An often-repeated business mantra is that the customer is always right…but one of the most difficult things about customer service is that you will occasionally disagree with their stance completely. It’s inevitable. In these cases, it’s essential to remain patient and calm yourself.
- Put yourself in someone else’s shoes
The thing with customer service is, we’ve all been on the other side of the deal at some point. A useful exercise is to work with your team and discuss two different types of customer experiences you’ve had; a time when you were totally blown away by exceptional service, and a time when you received the total opposite.
Talk these through in more detail – isolate what it was, specifically, that made these such awesome or terrible experiences. This can help act as a benchmark for how to treat customers in your own store – and how not to treat them!
Remember that every customer is another person, just like you. Put yourself in their shoes and consider how you’d want to be treated. You were probably told as a kid to treat others the way you’d like to be treated yourself…and this is still a great rule to live by.
If you’re standing still, you’re going backwards. Great customer service is a restless science and one that depends on continued reflection, refinement and improvement. Forrester research suggests that the revenue impact from a 10 percentage point improvement in a company’s customer experience score can translate into more than $1 billion.
The simplest way to do this is to provide an outlet for customers to tell you how you did. Customers are the most honest and impartial form of feedback. Many retailers hand out a card or barcode on the receipt which links to a website where customers can complete a feedback form and be entered into some kind of prize draw. This is not only a way to encourage feedback – it really highlights your commitment to improved service.
Ultimately, commitment to service is a vocation – you really have to be passionate about this. Going above and beyond to deliver for your customers clearly takes extra time and effort, but – while the rewards aren’t always immediately trackable – they are there. Repeat business. Delighted customers. Powerful brand advocacy.
Put simply, you and your team need to care about this stuff. You may choose to reward and incentivize great service, but, equally, there are other ways to build a culture of great service in your store. It needs to be the number one focus.
Just as you greeted your customers as they entered your store, it’s essential to make sure they leave happy. If you can, thank them for visiting your store even if they didn’t make a purchase. If they do buy something – and hopefully they will! – give it a quick look over before bagging it to make sure there are no faults. A simple quality check can solve so many potential headaches at this point. Remember to smile and say ‘thank you’ as they leave’.
Overall, I would say Do Everything possible which will enhance your customers’ Experience.
Table of Contents
- Give a warm welcome. 7
- Know your apples. 7
- Use positive language. 7
- Understand body language and be proactive. 8
- Listen!. 8
- Be adaptable. Be patient. 9
- Ongoing Review and feedback. 9
- Passion. 9
- A happy exit. 10
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