The customer usually complains when he feels badly treated. In the age of social media, if your business doesn’t listen to you, your customer will find hundreds of people on the networks. That’s why you have one personalized attention Efficiency can drive your business to attract more customers, thereby increasing your sales.
“Consumers have never been like this committed and enlightened as today. They want answers anytime, anywhere, and on any device,” said Luiz Meisler, Oracle executive vice president, Latin America.
Personal care is not the priority
Despite its importance to business, most companies prefer a priority strategy personalized attention.
A study by Oracle and Forbes Insights on the best practices of the modern care The client showed that most organizations in the United States do not fully embrace this concept. Only 38% of respondents said they consider this practice a priority for the company.
Oracle and Forbes Insights define “modern customer service” as transcending standardized services across all channels to achieve personalized service for customers around the world. every point of contact.
The study showed different interpretations for customer service. Many organizations still believe that customer service is a function after sale. Executives generally don’t see it as a key to increasing sales (60%), retaining customers (47%), or improving brand and marketing messaging (85%).
“The study underscores the challenge for businesses, including those in Latin America, to put more effort into improving and improving customer service consistently and individually. This will result in them increasing their revenue, reducing costs and gaining greater loyalty,” confirms the Oracle manager.
Tips for implementing personalized attention
When most businesses don’t properly heed personalized attention, this practice can make a world of difference to your business. meet some simple tips to implement it in your company:
1. React quickly, even without a solution
If a customer contacts you and you know you can’t solve their problem right now, offer a quick response and personalized so it’s clear you’re working on it.
2. Speak like a real person
Build a natural, personal and friendly dialogue with your customer. Calling them by their first names and asking how they are doing makes a big difference. Using GIFs and emojis helps if it suits your company’s style of approaching the customer.
3. Always personalize the answers
Every customer has a different problem and deserves a specific answer to that problem. automatic replies Reduce customer trust in your company.
4. Be realistic
Never promise your customer anything you can’t keep. that is generated discontentbecause you deliver less than what is expected of you.
5. Always think like the customer
I know proactive in your answer. Try to predict the questions and answers before the customer asks that question.