It’s common knowledge that great customer care can boost the growth of any business. In fact, some may argue that good customer service outweighs other factors such as price and even product. This is especially true in regards to the business-to-business (B2B) market, as clients are increasingly informed, have high expectations and moreover, are quickly able to make a transition to another service or product provider that suits their needs better.
Throughout this article, we will discuss great customer care practices which will skyrocket your business past competitors and exceed customer expectations.
1. Define What Great Customer Experience Looks Like
In order to have exceptional customer care, you must go beyond simply fixing the problems presently at hand. You must research and create an action plan regarding what perfect customer experience will look like for your business. Only once you have a clearly defined the customer’s experience can you begin to properly execute it.
2. Make Customer Care a Priority
Undoubtedly, customer care is one of the most important factors which impact your business’ success. Customer service can either make or break a business, which is why it must become one of your highest priorities. In fact, many businesses nowadays believe that their main advantage over competitors is based on superior customer experience. Regardless if your business sells products or services through their own website or utilizes a B2B marketplace, it’s important to always put the customer first.
3. Get Personal
It makes sense to plan sale enablement solutions and create a customer journey in regards to a B2C setting. This strategy is not the same in the B2B market, however. In B2B most businesses adopt a much more personalized approach and they should be able to adapt based on the clients’ individual needs. You aren’t simply targeting a mass audience and one approach will not impact different individuals the same way.
4. Interact With Customers in Real Time
A huge advantage for businesses would be to provide customer care in real time. Undoubtedly, everyone prefers to have a real human-being answer their questions, queries, and concerns in a timely manner. This is a highly better alternative, rather than waiting for a response to your emails which may or may not come within several days.
5. Invest in Training and Coaching
Customer care is not a simple or easy task. It takes an abundance of hard and soft skills which are necessary in order to adequately assist a customer. In addition, it is extremely important to keep customer service consistent, as it is not acceptable to receive two different answers to the same query for instance. In order to avoid such potential problems, businesses must invest time and money in proper training and coaching of customer care staff who will, in turn, exceed customer expectations and keep customers happy.
6. Ask For Feedback
Last but not least, the best way to improve customer care is by consistently asking your customers for feedback. You can achieve this through a short email or phone survey after interactions with customer service staff. Though we may think that we provide unmatched customer care, the customer’s themselves might have advice on how to further improve. There is always room for improvement and it’s important to provide a platform through which customers can share their thoughts in regards to your service. By giving them this opportunity you are also less likely to receive negative feedback on B2B marketplace platforms, for instance, on which other potential customers might see and choose to do business with a competitor instead.
Did you find this article useful? Make sure to visit Xpann’s website for any B2B marketplace, sales and marketing solutions.