Whether you’re running a B2C or B2B company, your customers’ experiences with you and your team can define success or failure. Happy, satisfied customers stick around, working with vendors or service providers to solve their problems. Unhappy customers look elsewhere. And most turn to competitors. Keeping your customers engaged, satisfied and coming back for more means prioritizing the relationship with both a customer-focused culture and technology that promotes account information sharing.
Prioritize consistent service and delivery
Anyone on your team that interacts with customers needs access to the most recent, relevant account information. When your teams have updated account details, they provide better service and answer customer questions quickly. Your customers don’t want to explain every detail of their account to someone every time they make a call or send an email. Technology that helps you provide consistent service levels makes customers comfortable and supports faster, more efficient problem solving and support. Anyone who’s ever sat on hold with the cable company, understands this concept.
Measure the effectiveness and outcome of interactions
The channels for customer interaction seem to grow every day. Social media, email, phone calls and other dialogue produce meaningful insights and outcomes that define customer service. A negative tweet can’t only be the concern of the social media team. Every time a customer reaches out to your business, the sentiment they share should be measured, shared and analyzed. Overarching customer experience initiatives depend on information sharing and also the improvements to services or products as a result.
Remember, you’re dealing with people
You aren’t managing accounts or clients. You’re working with people. People respond to personalized service and businesses that actively try to improve their lives. Sharing customer information throughout your company – and making it easily accessible – ensures that employees can speak to customers on a personal level. More than anything else, a personal connection keeps customers engaged. Personalized service will make your company stand out from the pack and attract prospective customers looking for something more from the companies they give their money to.
Customer relationships are the heart of any business. It’s not easy to keep every detail in mind. However, a CRM solution promotes information sharing, and a companywide commitment to service creates an atmosphere of long-term customer retention and satisfaction.
At Insightly, we offer a CRM used by small and mid-sized businesses from a huge variety of verticals. Learn about all of Insightly’s features and plans on our pricing page or sign up for a free trial.
