Competition is stiff wherever you go—students compete who gets the highest grade, athletes try to outdo each other to get the gold medal, and in the world of business, companies try to create and offer the best product or service to get more customers and increase their revenue.
Businesses might indeed attract more customers, but the real challenge is keeping customers loyal to your brand. And when it comes to brand loyalty, no one is more qualified to say that than the late great Steve Jobs. He said:
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”
If you study how big brands became big, you will see that there’s one pervading factor in their customer retention strategy: they build customer relationship.
Why? Because they know that once the relationship has been established, trust is also established with the customer.
In the world of B2B or B2C marketing, there’s no better way to build customer relationship than by communicating with your client on a regular basis. And when it comes to communication, nothing beats real-time communication with your customers and guests.
While a phone call allows real-time interaction, it has its limitations when it comes to social media, where users expect a reply as fast as possible. That’s where the power of live chat comes in.
Aside from allowing a fast response, you can review these messages at a later time. They might contain essential information you can use to better deal with your customers.
Utilizing the Power of Live Response
Live chat messaging allows you to dig deeper to find information that you might have missed the first time. The information you can find, in turn, can be utilized in your live response marketing strategy when dealing with different clients.
How does live chat work to your advantage? Let’s take a look at the different customers you and your sales team face every day. Using a live chat app like Xeno, you can make good use of this precious information to make your product or service a necessity to these different types of clients.
These types of customer will nitpick at even the littlest detail of your product or service to find fault. If you were only to email this customer, they might lose interest waiting for your answer. Calling also personalizes the interaction, but the tone of voice as you interact might touch some sensitive chord and escalate things.
With live chat, you can affirm the positive comments and diffuse any criticism in a much calmer manner as you don’t have to listen to the nuances of each other’s voice. If, even after you have addressed their criticisms, they still find fault in your product or service, you can politely offer more options based on their preferences. If you can convince them with that, you have gained a new customer.
These customers love the interaction. They love talking and expressing what they think and what they feel. With live response marketing, you can engage and establish a rapport with them. And when they see that you take the time to listen to them and hear out their feelings and opinions, you have satisfied their expectation, and that’s what customer service is all about.
Managers, especially CEOs, are a busy lot. When you talk to these types of people, you need to lay down all the facts as quickly and clearly as possible. You should be able to present the different options with each of their details as well. If they see that you have done your homework and is not intimidated to answer their questions, they will appreciate your diligence and efficiency. Furthermore, it could lead to a long-lasting relationship.
These types of customers are those who are very much interested in politics, religion or ideology; and they are willing to give their all for that belief. These lots are often aggressive and will find any opportunity to engage you in that kind of conversation.
Be careful not to get led into that road. Focus on your conversation but do it in the most subtle of ways so it will flow naturally.
This one’s for you
Every customer is unique, and it is necessary to provide a personalized customer service to reach customer success and ensure a maximum level of customer satisfaction. Knowing how to handle different kinds of clients will make it easier for your team to provide them with the best experience possible.
And as Richard Branson says:
“The key is to set realistic customer expectations, and then not to meet them, but to exceed them — preferably in unexpected and helpful ways.”