5 Amazing Reasons Why Listening To Your Clients Will Boost Bottom Line
As part of your marketing and branding campaign strategies, do you ever listen to your customers? Do you use surveys to check the pulse of your customers or clients?
How often do you take the time to ask your customers what they think about your services? When they ask you questions, how much effort do you make to answer them properly and promptly? Are you listening to your customers' actions? For example, what is the real reason why they are contacting you with inquiries or questions?
Wouldn't it be interesting, if you engaged a group of your clients in helping you shape what you need to be doing in order to meet and even exceed their expectations?
Here are listening tips that can put your marketing on serious steroids:
#1. By Listening, You Can Engage With Your Customers Or Clients On Their Needs
The frequency with which people's circumstances change vary from industry to industry and from niche to niche. Due to the fact that your customers or prospects also live in the digital world, access to huge amounts of information is readily available to them.
Therefore, you can count on the fact that any questions they do ask you are likely to be more in-depth, thoroughly researched and with specificity.
In order to handle such situations effectively, many corporations and enterprises keep their front line staff or those that have direct contacts with their customers up to date on information.
Not only that, they go even further than just letting the staff have up to date information. They give them the authority to answer questions confidently, from customers. The result is that it creates a greater feeling of confidence for the customers and the staff.
It is extremely important to be pro-active in communicating with customers and in helping them. If it is important to you for your websites to be receiving tons of traffic, then your online relevant and compelling content should be updated frequently.
If your prospects can't find the information on your website, they will either make choices without the information or they find out through different methods. When your customers don't trust you to have the information that is important to them when they need it, you have created an unhappy customers.
That is not good for any business!
#2. Listening To Your Clients Helps Your Employees Deliver A "WOW" Customer Experience
If you and your team members have empathy, it will have a direct bearing on how everybody on your team interacts with your customers or clients. It is hugely important to communicate effectively with your team.
If your staff is extremely well informed, they will display this confidence when communicating with your customers. Sadly, often, communication drops as it is not seen as a high enough priority.
The retail sector is an interesting one in this regard. Check out this scenario and see what is wrong with it. A friend was at a quality brand store recently, looking at a bag for her laptop.
As she entered the elegant store, the sales associate approached her and said: "Feel free to take the packing out of the inside of the bag, I've got nothing else to do than re-pack it afterwards so it'll give me something to do."
Did you notice the reaction of the sales associate?
You can see clearly, they were struggling with their sales volumes. But instead of helping her, the associate talked about himself and how bored he was.
The flip side of the coin is: In another store, the associate was so eager to assist her in buying that it was extremely annoying. The eagerness was irritating, and screamed desperation.
Both experiences were negative. Those experiences showed that those stores were not listening to their customer.
The risk of creating an unplanned negative effect on the customer experience is significantly higher in pressure periods. That is why those in management should make sure that they are actively engaging and supporting their staff.
#3. Listening To Your Clients Is Really A Question Of Value
It is very important to note that with customers coming under financial strains, price will become an increasingly important factor. That means that service will still play a huge role. Organizations need to ensure that they are delivering good value. One of the proven best ways to achieve such success is through good customer service.
Though your customers and clients are sensitive to fluctuations in price, the higher levels of customer service that you provide, will definitely make a huge difference with your customers. When a company performs such a superlative service, customers and clients are eager to pay for such a difference on price.
#4. Why You Should Care If You're In The B2B Industry
If you are in the business-to-business marketplace, your challenges may be slightly different. But bear in mind again that circumstances are fluid.
Check this out: What if one of your clients in the financial services industry was hugely impacted by the changes on the stock market. If one of your team members were impacted, show empathy and understand their lack of focus on the job at this critical time in their life.
Appreciate that the best-laid plans may have to change at the last minute, which can be hugely frustrating, disruptive and costly. Unfortunately, these factors are not all in our control and organizations need to be flexible in their approach to supporting clients.
Customer behavior may be erratic, as emotions are taking over and in some instances they will be feeling scared. That distressed feeling will drive actions and their decision-making.
The way you provide your service can have a dramatic effect on how your customers feel towards you as a business, and therefore whether they stay with you, or go elsewhere.
#5. Cutting Costs Could Impact Your Service Delivery
Managers of customer service will come under pressure to deliver service at a less cost especially at a time when there is an increased demand for customer service.
Leaders need to take a look at what they can realistically be able to achieve. At the same time, any cost reduction initiatives need to be thoroughly investigated. As you look at cost reduction, it is important to note what the impact is going to be on the customer experience.
If you really ready to make an impact on your marketing and branding campaigns, please let us know.
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