How to Make Your Customers Happy to Be With You

According to theState of Marketingreport, marketing has entered the "age of the customer."

今天的顾客,战俘的更多信息er -- at their disposal, and marketers must rise to meet their expectations for a better buying experience.

Today,customer satisfactionis a key indicator of success, along with customer engagement. While brand awareness is a longstanding marketing objective that implies one-way, business-to-consumer broadcasts,customer engagementindicates the rising importance of more personal relationships through two-way communication.

These relationships lead to happy customers, which is different than just making your customers happier.

In this post, let's explore this difference and explain a few ways your business can produce happy customers. Then, we'll list some phrases you can use to create delightful interactions with your marketing, sales, and customer service teams.

如何让快乐的客户

Making your customers happier is different than creating truly happy customers. Happy customers are people who value your brand beyond the initial purchase. They trust that your company is aligned with their needs and is committed to helping them achieve their long-term goals.

Any business can make its customers happier. You can offer a discount, provide friendly service, and apologize when things go wrong. But, this won't differentiate your business because it doesn't develop a lasting relationship with yourcustomer base。这些只是客户与您的业务互动时期望发生的短期行动。

Instead, happy customers are made outside the buyer's journey. It's the period before and after the purchase decision where your customers recognize the added value you create. And, that value can come in many forms.

让我们在以下各节中查看一些。

1. Create a customer loyalty program.

通过客户忠诚度计划，推动价值的最佳方法之一。这些举措促进了您的企业与客户之间的互惠关系，客户有动力与您的品牌互动。这促进了客户和您的业务共同发展和发展的关系。

如果您的公司目前bob全站app提供忠诚度计划，则应考虑使用它。许多企业正在投资gamificationas it's proven to be an effective way of generating engagement.

If you don't have one, take a look at our beginner's guide for creating a客户忠诚度计划。

2. Provide proactive customer service.

It's great when your business has an effective customer support team that responds to problems immediately. However, it's not so great if your support team is always busy, constantly solving the same problems over and over again.

Customers don't mind problems when they get solved quickly. But, the inconvenience of reaching out to a support team can be a detriment to their experience. Especially when it's a small problem that should be solved quickly, but they're waiting on hold for your team to respond.

取而代之的是，您的公司应该在bob全站app客户遇到障碍之前寻找删除障碍的方法。首先分析您的服务票，确定最常见的用户问题，然后立即为他们推出修复程序。这应该大大减轻您的支持团队的入站压力，从而将其清除为时间敏感且复杂的情况。

一种提供的方式proactive customer service与入职计划有关。这些举措向新客户介绍您的产品或服务，并向他们教育常见的障碍以及如何导航。这是减少客户旅程初期摩擦的好方法。

3.提供自助支持资源。bob体育苹果系统下载安装

即使您的客户服务团队非常出色，您的客户与他们互动的次数越少。实际上，有些客户完全不想遇到您的服务团队。

对于这些客户，提供自助服务support. These resources are an extension of your customer service team and provide solutions when your reps are unavailable. That way, more independent customers can troubleshoot problems on their own. They don't have to wait on hold to be connected with a rep, who may not have an immediate solution.

Some popular self-service support tools are chatbots and knowledge bases.Chatbotsfield incoming live chat cases and provide automated responses to customers.Knowledge basescontain support documentation that outlines troubleshooting steps to common customer issues. Using resources like these, customers can solve their own problems and avoid your support team altogether.

4. Adopt an omni-channel communication system.

让客户通过山姆是很重要的e communication medium they're using. This not only creates convenience for them but also provides comfort. They can communicate through a channel they're familiar with which reduces miscommunication and creates a better service experience.

That being said, it's not always easy to provide omni-channel support. With social media, community forums, and review sites to keep track of, it can be hard to stay organized when managing customer engagement. You need specific tools that can link platforms together, allowing you to oversee everything from one place.

这是哪里知识管理软件bob电竞官方下载comes in handy. These tools funnel incoming customer communication so your team can access it from one centralized location. No longer do messages or emails go overlooked, as you'll be notified of new inquiries, where they came from, and how quickly you should respond to them.

5.同步您的营销，销售和客户服务团队。

当我们想到客户满意度时，我们经常考虑客户服务。但是，大多数客户在购买后才与该部门互动。

这意味着您的营销和销售团队需要在买方旅程的早期阶段补充您的客户服务工作。为此，您的团队需要同步，了解每个人如何为客户的体验做出贡献。当每个人都了解对方的目标时，这些团队的共同努力变得更加容易，并利用了使客户满意的机会。

The best way to align your teams is with data-sharing tools like aCRM。这些工具会自动更新客户数据并易于使用，因此您的企业中的每个人都可以看到客户帐户中正在进行的活动。

例如，如果您在Shopify上有电子商务网站，则可以安装一体化that logs customer information into your CRM after a purchase is made. This consistent stream of data gives your sales teams more chances tocross-sell and upsell customers。

尝试HubSpot的Shopify集成here。

Business leaders are blurring the boundaries between business units to create a single view of the customer. High-performing marketing teams are bridging the gap between them and sales and customer support. And, marketers are adapting some of the best practices from customer success teams -- namely, their phrases.

For example, successful marketers are connecting with customers in new ways across mobile, email, social, and the web. Brand promotion on social media has long been part ofmarketing teams' tasks, but the channel is also frequently used to dispense customer support. Knowing how to deal with customers on social media is crucial, yet it can be intimidating to suddenly find oneself in a customer-facing position.

Here are some customer happiness phrases that marketersand客户支持专业人士应用来解决问题并促进忠诚关系。

6 Phrases to Make Your Customers Happy

1. "Thank you for your patience."

人们在面临紧急或绝望的问题时喜欢转向社交媒体，结果，这个渠道通常是紧张的客户互动的场景。不仅反应不仅是糟糕的形式，而且在短期和长期内对品牌的形象也非常有害。

Etiquette is a key skill to have under your belt. Even if a customer or prospect is rude, resist at all costs the temptation of responding in kind.

诀窍cus缓和紧张局势tomer is not to rise to their level of agitation, but rather to talk them down to your own. Always start off with an apology or an acknowledgment of their distress. Then, do your best to provide a decent answer. You could get the ball rolling with something along the lines of,“thank you for your patience”,or“I realize this is inconvenient, so thank you for bearing with me.”This gets the conversation off on a better foot.

2.“让我确保我正确理解问题。”

客户服务是每个人的工作，成为第一个与客户交谈的人是一个抢先协助支持团队的绝佳机会。

Making sure you understand the customer's problem by reformulating it or repeating it back to them will help you qualify the issue. Qualifying a customer's issue first can have several advantages:

• 潜在地解决一个容易的问题，而无需升级
• Leaving a customer with a lasting and positive impression of your attentiveness and availability
• Teaching the customer about product usage and avoiding further calls to your support team
• Possibly scoping out a sales opportunity or a need for further onboarding
• Bridging the gap between marketing, sales, and support, with improved collaboration and more visible customer insight as a result

Social media interactions are a great opportunity to gauge a customer's engagement, their adoption of your product, and their need for further assistance.

3.“让我找你。”

If you find yourself truly stumped -- even after clarifying the customer's issue -- don't give up, and don't panic. Instead of admitting defeat and saying, “I don't know”, include the customer in the resolution process.

说：“我不知道这一点，但让我立即为您找出答案，”客户向客户保证，您的能力和您的尝试愿意。大多数人甚至会愿意等待，如果您解释一下您需要一分钟的时间来咨询同事，因为他们希望您在第一次尝试时解决他们的问题。

Customers expectseamless service, no matter with whom they interact, and how. But not knowing off-hand the answer to a question happens sometimes, and the trick is to keep your composure. Confidence will make all the difference in how the customer perceives your hesitation.

4.“我可以看到出了什么问题。让我们马上解决这个问题。”

Once you've identified and understood a customer's problem, you might think that the right thing to do is escalate them to another member of the customer support or product teams. While that is often the case, don't miss an opportunity to help a customer yourself, if you can. Quick fixes can be easily carried out over social media, chat, or emails, and customers will appreciate an easy resolution.

If you can't assist customers yourself, never tell them that it's not your responsibility to help them. Even if solving their problem requires technical skills, address their predicament, then transfer them to the appropriate team. Telling the customer, “I can see what went wrong, I'll fix that for you right away” demonstrates empathy and proactivity, two qualities which greatly improve even tricky service situations.

5. "I can't fix that for you, but here's what I can do."

Sometimes, a customer's request simply won't be realistic and you'll have to let them down gently -- a task both arduous and well-known to support agents. There's no clear-cut way to say “no” to a customer because every situation presents its own contextual challenges. Nevertheless, the key is to avoid a jarring and implacable “no”.

Try to present an alternative or a compromise to the customer. Even if you cannot satisfy their request, zero in on the need behind the request. That customer's need is the crux of the issue, and attaining their goal matters more than how you help them succeed.

不管投诉的主题如何，尽力而为，不要卖掉团队中的另一个成员。让客户的印象是在整个过程的每个阶段都得到照顾。有望使他们能够记住出色的客户服务，即使他们的问题是没有完美解决方案的问题。

6. "Thank you for your feedback, I'm going to pass it along and I'll let you know what happens."

Interacting with customers will give you insight into their struggles and expectations. Even though you might not be the person who implements change related to that feedback, you need to make the customer feel heard.

Of course, don't make empty promises to customers -- they can smell the deceit from a mile away. However, if a customer makes a valid point, or highlights an underlying trend, make them feel valued and heard. The customer's voice deserves to be heard in every discussion that will affect your client base.