Today, I challenge you to focus on one aspect of your Customer Care strategy: Differentiation.
In other words, what can you do to separate your customer experience from other competitors in your space?
One of the best ways to differentiate your services is to focus on improving personalization. Here are some very effective strategies that you can use to leave customers feeling more appreciated and engaged with your company:
Utilize Data:
Right now you have the raw ingredients you need to offer amazing, personalized Customer Care. The answers lie in the data that you are collecting throughout your customer interactions. Now, it’s a matter of extracting this data and using it to engage with customers in ways that are meaningful.
Collect, and share data among your team members so they may do simple things like greet customers by their names. Also enable your staff to remember specific preferences without having to be asked and follow up about important action items. These are some basic elements that keep customers coming back time and again.
Apply Research:
Your organization will likely have to do a bit of digging if you want customers to take action and buy more from your organization.
Research, combined with data, can be very powerful.
Develop Your "A Team":
At the end of the day, you can have a trove of data and perform extensive research but you still need one binding element: a Caring, Quality Team. The key is to staff your operation with dedicated Brand Ambassadors who take the information they have and then execute throughout their interactions.
This requires developing employees who are genuine, easy to talk with and highly skilled at engaging customers in a focused conversation. Without an "A Team," your personalization strategy is likely to fall flat.
Of course, it’s not easy to deliver a personalized customer experience. In fact, there is nothing easy about Customer Care—it takes a great deal of time, and hard work.
Many companies are utilizing Customer Care consultants offering proven methods for developing top-tier employee talent. Engaging the right partner will allow your brand to experience exceptional results, and a higher return on investment.
