Do you know what’s the latest trend in business development? No matter if:
- your business model is B2B or B2C.
- you are offering products or services.
- you are trading online or not.
- you own a website or are planning to create one in the near future.
Now there is a criterion which is becoming way more important than the price and quality of your product or service.
– Yes, of course!
And that’s customer experience…
To turn users into loyal customers they first need to feel that:
- They’ve received impeccable customer service;
- They’ve found a solution to their problem;
- They’ve been paid special attention;
- Interaction with the brand brought them pleasure and satisfaction.
All of this could be summarized in two things: helpfulness and usefulness.
So from where do we start? Let’s see!
Your corporate blog is the place where you introduce your customers to:
- The answers of their most common questions.
- News related to your business and services/products.
- Important industry news.
- Useful tips and good practices.
What do stats say about blogs?
- 47% of your potential customers would first go through 3 to 5 pieces of your content before purchasing. (HubSpot)
- 94% of the users share articles on social networks because they find them useful. (nymarketing.com)
- Companies with corporate blogs have approximately 67% more leads than companies without blogs. (DemandMetric)
Your blog can increase traffic to your website and attract more new visitors, boost your sales and enhance brand awareness along with trust.
Read more: 8 Reasons to Create a Corporate Blog
2. FAQ on Your Website
Frequently asked questions are an important section of your website. It becomes an increasingly influential factor for Google ranking – the more useful this section is, the higher is the possibility for your website to get bonus points in search engine ranking.
3. Customer Service
Make sure you provide impeccable customer service. Chances are that you may not always be in the right mood for providing it or perhaps you think this isn’t an important thing for customers.
- 47% of the users stop interacting with a certain brand immediately after the very first bad experience with customer service no matter how loyal customers they’ve been. (24.ai)
- For 32% of all business owners customer service is a priority. (Forbes)
Excellent customer service builds trust. Trust, especially in Bulgaria, is something difficult to build. And as you know… it is also too easy to destroy.
Trust aspires loyalty. And loyalty leads to sincere recommendations.
Do you still think that the biggest amount of efforts in your business development should be focused mainly on advertising? Think twice!
Read more: When promotions fail?
4. Help Users Before They Become Your Customers
Customer’s journey is not only “short” or “long” anymore. It’s complex and elaborate. Some businesses need weeks, even months, to turn a potential customer into a real one. Other businesses need just a few minutes.
The interaction between a brand and a lead is very similar to courtship. Usually men put all of their efforts and creativity to win the attention and trust of women. Let’s imagine a man managed to make a woman feel special. Would she continue to invest time in their relationship if he suddenly stops making efforts?
It’s the same with your business! Put efforts into winning potential customers, but don’t stop investing once you’ve won their trust! Customers expect you to be even more involved with their needs and wishes.
5. Don’t Take Anything Personally
We often treat our customers’ actions as an attack to our personalities. Actually everyone is trying to do their best. Don’t take the anger, rude behavior and impolite actions of your customers as a personal offence.
- A customer wants to return an item? – Ok, make it easier for them. As we already mentioned 92% of the users would buy again from the same store if its return policy is quick and easy to follow.
- A customer is unhappy with their purchase? – Ok then, compensate them somehow. Even if a customer has no right to be upset, act professionally and try to understand them.
Very often we classify customers in a very negative way as: disloyal, incorrect or lacking perspective. The truth is that we never know what our customers are capable of and how their opinions may influence the market. That’s why it’s always a good idea to be decent and good to customers no matter if they have right or not.
None of our customers is more special than the other. There are customers who spend more and customers who spend less. There are loyal customers and customers who are everything but loyal. Each of them, however, builds the foundations of our businesses.
Some of them help us develop our businesses, others show us where we need to make improvements.