It’s 2024, we are seeing people talk about abandoning their jobs and shifting to business. So this automatically triggers a thought, is running a business so easy?
Well, the answer is yes and No.
Industry entry is easy. If you have an idea, a few online tools, and maybe some AI software, you are ready to start a business.
However, once you step into the industry, sustaining is quite challenging. The current startup failure rate is 90%.
Running a business is no joke. Yes, your business might have a 90% chance to fail, but that 10% chance can be tremendous; it might stand the test of time as well.
One of the major things that contributes to the success rate right now is customer experience. If your customer gets to enjoy the overall experience, your business will survive. Most people think that customer experience is all about the product, but do you know that a bad product might survive with good execution and flawless marketing?
To build a solid customer experience, companies are now using customer service. Through the right use of customer service, businesses cannot just communicate with their customers, they can also understand the needs and requirements of their customers.
As a business owner, struggling to make your mark in the industry, here are some of the ways you can use customer service to boost the customer experience:
Top 5 Ways Customer Service Can Boost Customer Experience
1. Making the Customer Feel Included
Most of the businesses have a much wider targeted audience. Their audience covers wider demographics and is equally important. Through customer service, brands are now trying to help these customers feel welcomed and included.
For instance, big brands like Spectrum working in the US have dedicated Spectrum servicio al cliente to address their Spanish customers. Since Latinos are the second biggest consumers in the US, Spectrum has built a strategy to make them feel included.
This has improved their customer experience because now everyone can communicate issues, concerns, and brand-related expectations openly. By making people feel included, brands can create a welcoming environment for new customers coming from similar backgrounds.
This has been a dominant marketing strategy, popular among new and old businesses. This has helped companies scale, even with subpar products.
2. Understanding User Requirement
User requirements change over the years and companies that overlook these requirements eventually have to face the music. Even if you look at some of the oldest businesses, you will notice an evolution streak.
Brands reshape, evolve, and improve over the years. From some of the biggest and oldest names like Google, Apple, and Microsoft to some of the recent additions like ChatGPT, we see the companies improving user experience.
On the contrary, companies that overlook the expectations and do not adjust to meet these expectations run out of business. For instance, Kodak and Nokia, both big businesses solid brand loyalty evaporated over the years just because they were unable to cope.
Now, brands are looking at customer interactions, using customer service as a major tool to understand expectations. This way, they can adjust the business, roll up new features, and evolve over the years.
3. Customer Loyalty
For the longest, customer loyalty was linked with product quality. As businesses became more user-centered, customer experience became the biggest contributor to customer loyalty. Now, with such harsh competition in the market, silent quitting has become a norm.
The only way companies can now retain users is by establishing a one-on-one relationship. The best way to do so is via customer support.
Customer service has always been used as a complaint portal that would only address issues related to business. However, recently, things have changed as more businesses are using customer service for self-service.
Since users are more empowered, they stay in control of the business interaction and so, customer loyalty is on the rise.
4. Refining Targeting Audience
Talking to the audience helps in understanding the audience shift. For a long time, Gen Z was seen as the tertiary audience; now, as they have entered the buying market, it has slowly turned into a dominant audience.
Companies are now using customer service to understand and explore this audience shift. This way they can stay ahead of the curve, and change their strategies to address the pain points of the new audience.
As the audience becomes more refined, the marketing campaigns can become more affordable. This will eventually contribute to boosting the ROI of marketing.
5. Understanding Audience Language
Audience language dictates the interests, trends, and humor that can be used for marketing. For instance, when the targeted audience was boomers, the standard marketing tone was formal. Since the dominant target audience today is Gen Z, the marketing language is more humor-based.
Today, we see the usage of colors, jargon, wit, and humor in nearly every ad copy. The marketing ads are not just fun, but they play with words and sell emotions. This has become a dominant theme within marketing because it attracts the Gen Z audience.
This is not just limited to marketing but also extends to other realms that contribute to user experience.
Customer service is no longer a complaint communication channel. In the right hands, customer service can become the biggest tool that can help with the success of your business. The above-mentioned tips can help you boost customer experience with the right use of customer service.
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