Keep customers happy, respond with Message Center
Word of mouth is a powerful tool, especially among customers. It is so powerful that, according to the White House Office of Consumer Affairs, an unhappy customer will tell between 9 and 15 other people about their experience and around 13 percent of unhappy customers tell more than 20.*
Many companies think it is acceptable to respond to customers’ inquiries within one or two business days, but the majority of service providers registered on Angie’s List agree a more appropriate response time is within a couple of hours of the initial contact.**
Angie’s List understands that for small businesses this goal isn’t always feasible; however, focusing on fast response times is vital to maintaining a high standard of customer service. Providing quick and open communication to customers is one of the many keys to keeping your clients happy and maintaining their loyalty. An easy way to do this is by utilizing the Angie’s List Message Center.
Message Center streamlines your communication with members by maintaining all email conversations in one place and providing notifications when there are new messages. To make your online communication even more efficient, practice the following tips:
•Examine your clients: Learn to think like your clients by discovering their wants and needs. Ask current and former customers to take a quick survey asking what improvements your company can make to ensure their loyalty.
•Encourage consumer feedback: Give your customers plenty of options to communicate with you, via Message Center, email, social media, etc. This lets them know you are more than willing and ready to listen to anything they have to say, regardless of whether it’s positive or negative.
•Analyze feedback: Closely examine the feedback your customers provided. Is it mostly positive, negative, suggestions, etc.? Also examine which communication channels they used to provide feedback. This helps you to determine patterns or trends in consumer feedback.
•Constantly respond to feedback: Consumers want answers fast, whether it’s a resolution to a problem or an estimate on a project. They also want to know their comments matter to you. Let them know you’re listening by communicating with them that you took their feedback seriously to improve their customer experience. This constant communication provides continuous feedback on ways to improve your company as well.
If consumers are not happy with the level of customer service they are receiving, chances are they will start searching for a new service provider. Remember to check Message Center and other communication tools on a regular basis to provide the customer service Angie’s List members are expecting.
*50 Facts about Customer Experience. (October 26, 2010). Return on Behavior Magazine. Retrieved on August 19, 2013 from http://returnonbehavior.com/2010/10/50-facts-about-customer-experience-for-2011/
**Results of Business.AngiesList.com poll of 3,364 service providers from August 2013
5 Steps to Keeping Your Customers. (April 26, 2010). Return of Behavior Magazine. Retrieved on August 19, 2013 from http://returnonbehavior.com/2010/04/5-steps-to-keeping-your-customers/