Creating a great customer service experience promotes a happier, more loyal customer, but how can you achieve that?
You need to get your digital marketing right, just as Low Cost Interlock did. Generating content for the customer, developing a content strategy as well as testing and optimising are essential digital marketing tools that can help a great customer experience service. However, in your quest for creating good customer service experience, you may come across some customer interaction lies, which you should not believe.
Let's look at some of the most common customer interaction lies within the world of digital marketing.
A good website is all you need
Having a great website is an excellent start to your digital marketing success; however, it is never enough. Your online presence should be relevant, captivating, and filled with high-quality, customer-focused content.
To ensure that your digital marketing strategy is effective, you will need to update it on a regular basis. Likewise, you will need to consider how you will attract the right audience to your site. Normally, that means publishing on platforms other than your website.
All customers are the same
You should realise that every customer is different. Some customers are verbal, while some are visual. While some are using mobile search on the go, searching for information fast, others are engrossed on their laptop, looking for something more comprehensive. You know what this means?
You need to have several options available for the customer, allowing them to choose how they want to achieve their needs and own their own experience. For instance, you can have an article, a video, and an FAQ assisting with the same problem.
Furthermore, it is advisable to have your content optimised for various platforms. You need to ensure your customer gets a seamless experience, whether they are using a smartphone, a tablet, or a computer. In fact, one customer can have several devices on which to view your content, and hence consistency is paramount.
Negative comments are bad
In the world of digital marketing, not all conversations are positive, and a negative reaction is not always bad. It is okay to disagree with potential customers and it is easy to do online. While you should avoid the trolls, be sure to engage with every person who takes part in the conversations you initiate online.
However, there are a few key rules to remember:
- Be polite
- Say thank you
- Treat others the way you like to be treated
If you get all these right, you certainly will see the opportunity in dealing with negative comments.
Everyone will love your content
Even if you believe that the content you are generating is awesome, it might not always evoke the feeling you expect from your audience.
You should realise, however, that simply because they don't find your content impressive doesn't mean it is not effective. If you can get any kind of reactions that encourage your audience to engage, then your content is working. However, it is worth noting that normally, a positive reaction is the best.
Instead of trying to induce affection, think about other reactions that could be beneficial to your strategy. Your content could be amazing, thought-provoking, funny, or helpful.
In today's competitive business environment, it is imperative to deliver an excellent experience all through the entire customer journey. Digital marketing should not be just about attracting customers and selling. It should also be used to uphold long-term customer relationship. For that to succeed, you should avoid working with customer interaction lies that are being peddled around.