Today, customer service isn’t just about wishing your customers well when they shop with you. The entire experience, from start to finish, has a huge impact on your brand’s reputation, customer acquisition and customer retention.
Even customers who have not yet spent any money on your products or services will expect to receive exceptional service. And, doing so gives them a reason to choose you over your competition and eventually become loyal to your brand. After all, what everyone really wants today is a brand that cares about them as a person and really understands their needs.
With customized services, you can do just that. Customizing and personalizing your service for each customer can make a huge impact on how well you stand out from your competition.
Take Starbucks, for example – they stand out from other coffee shops simply because they get to know you when you order by asking your name. So, what can you do to customize your services and stand out from the crowd?
#1. Get to know your customers
To really customize your services, you’ll need to get to know your target audience on a personal level. Learn about them and what makes them tick, and this will help you make better service decisions in the future. And, don’t just get to know them as a collective – encourage them to tell you more about themselves as individuals, too.
For example, asking your customers for their birth date when they sign up for an account at your online store means that you can email them a birthday treat such as a money-off voucher every year. It’s personal to them and makes them feel good.
#2. Personalize all communications
‘Dear customer’ – it sounds generic and cold, doesn’t it? Nobody likes to be grouped in with every other customer of a brand. They want you to notice them! So, always address your customers by their name when you can.
If they’ve bought a product from your online store or signed up for your newsletter, you will have had them enter some basic details about themselves that you can use to your advantage later.
‘Hi, Lisa’ or ‘Hi, Jordan’ – it sounds so much better like you’re talking to them as a person, whether it’s to thank them for their order, update them on its progress, or let them know about special offers. It’s a simple move, but it’ll help you build stronger relationships with your customers.
#3. Send freebies they’ll enjoy
Customized freebies can go a long way in keeping your customers happy and promoting your brand even further. For example, custom flash drives help you stand out from the crowd and this is an item that many people will use regularly.
Having your brand on it might even start conversations between your customers and their friends, family and colleagues, increasing word-of-mouth marketing for your brand. Even better, customize it to each customer, too – in addition to printing your branding on freebies, why not go one step further and include each customer’s name!
Last but not least, it’s important to your customers that you are able to demonstrate that you care about their opinions as individuals. Social media platforms such as Facebook are great for boosting customer engagement, as it gives you the option to reply personally to comments on a status update, or privately in a DM.
Polls are a great idea as they get everybody involved in giving feedback, plus there are comments below for anybody who wants to expand their ideas more and have a conversation with your brand. Above all, keep customers updated with how you’re using their feedback to make progress. Knowing that they’re heard and valued is priceless!