All businesses need to engage in some way with their customer base.
Engagement is key because it provides businesses with vital information about their best customers –– who they are, what they want, and what they value most in a product or service. Unfortunately, not all feedback companies receive will be positive. Even the most satisfied customers may express some questions or concerns about how an organization conducts itself. With that in mind, today we’ll explain five productive ways businesses can address customer queries in order to maintain positive customer relations and brand image. Check them out here:
Give Detailed Responses
Sometimes customers ask complicated or multi-faceted questions. In such a situation, it can be tempting to simply ignore an issue. However, if one customer has an in-depth question about your process, it’s likely others feel the same way. As such, it’s occasionally necessary for businesses to provide detailed responses to big questions. Explaining processes like stem cell therapy for knees or SEO best practices will likely require a lengthy answer, but don’t hesitate to write precise responses to difficult questions.
No business is perfect. Even the most successful organizations make mistakes from time to time. If a customer has a fair criticism of a product or service, then acknowledge your error in a response to them. In many instances, customers will be more accepting of mistakes if businesses own them and take responsibility.
Spin it Forward
Answering a customer question doesn’t just give a business a chance to increase their transparency and improve their brand image. Additionally, businesses can use customer feedback as an opportunity to discuss future projects and developments. For example, if a customer has a question about one of your product’s capabilities, you could include new information about an upcoming product that you’re developing that may interest the customer as well.
Remain Courteous & Respectful
Whether you’re responding to a customer via email, social media, or on your own website, always review your messages to ensure you keep a courteous and respectful tone throughout. The last thing any business can afford is to disrespect a loyal customer. Not only is losing a repeat customer damaging, but a digital confrontation with a customer can negatively affect your brand reputation. Avoid this at all costs!
Simple though it may sound, the truth is that one of the best ways to respond to legitimate criticism is to improve your business’s performance. If consumers are concerned about long service times, or problems with product durability, then take these issues seriously and work to correct them. At the end of the day, actions speak louder than words and positive changes will help you win and keep customers for years to come.