The most successful brands in the world always take efforts to offer the best experience to their customers.
As a business, your first priority should be to deliver outstanding customer experiences to gain the highest retention and lowest churn rates.
Tracking customer feedback is one of the best ways to improve customer service.
However, not every business is making efforts to solve customer issues strategically. Lack of customer interaction and poor customer service is resulting in negative customer experiences.
Businesses should seriously consider adopting a proactive approach to tackle negative experiences.
Why? Because 1 out of 3 brands are ditching brands after just one poor experience.
Besides, 86% of buyers are willing to pay more if they are getting exceptional customer experience.
Hence, the needs of customers are changing. It’s not just about money. It’s about the experiences you deliver to your customers.
Afraid of losing your customers due to negative experiences? Don’t be. In this article, we will discuss how you can quickly convert negative experiences into positive ones with minimal effort to get the highest retention rates.
Here are the top five ways to turn negative experiences into brand loyalty:
1- Adopt A Customer-First Approach
Adopting a customer-centric approach means you are keeping your customers as the topmost priority of your business and employing all your resources to satisfy their needs and wants. Keeping a customer-centric approach helps you in building and maintaining long-term relationships with your customers.
Here are some of the best ways to adopt a customer-first approach:
- Leverage the power of technologies such as AI and machine learning to understand the issues of your customers.
- Learn about what your customers feel about your company and what can make them happy.
- Map and take measures to improve the overall customer journey with your business.
- Track the sentiments of your customers across all channels where you are leaving reviews.
- Measure the results of the efforts you’ve put by using customer-centric KPIs.
- Seek reviews from your customers about the quality of services provided.
- Transform the reward systems and include loyalty programmes.
2- Don’t Randomize, But Prioritize
Negative comments from your customers can give you stress. But it is on you to identify what is important and requires your undivided attention.
Identify the points where you can improve your services or products. You can start by addressing issues that many customers faced or help the customers who have faced some serious trouble with your offerings.
Check out the Google reviews and take steps to immediately fix the bad experiences. A smarter approach will restrict the issue from escalating and keep your review stars safe.
cccMoreover, you can only take action if you know the roots of the problem. And for that, you have to take help of sentiment and predictive analysis of the behaviour of your customers. This analysis is going to help you in identifying the priority concerns and take adequate action against it.
By doing in-depth research about the bad experiences of your customers, you will be able to take the right action at the right time.
3- Focus on Fixing What’s Broken, Then Go The Extra Mile
One of the best ways to convert negative feedback from customers into positive ones is by listening to their concerns, accepting your mistakes, and finding a solution to that.
Firstly, focus on providing a legit solution then you may want to go an extra mile to add a little surprise. This will help your customers believe in your services and will also make them realize that they are essential for your business. You can provide discount coupons, free-overnight delivery, or a gift to show that you deeply regret the inconvenience caused.
Giving your customers little moments to cherish often motivates them to trust and celebrate your brand and its servicing. One of the best ways to know what your customers like is to put yourself in their shoes and see what you would’ve appreciated if facing the same situation.
4- Watch Out Your Response Time
Response time is the amount of time taken by the company to respond to inquiries, concerns, or complaints.
Companies that react to the customer’s queries quickly are more likely to win customer’s hearts and gain a loyal customer base. While on the other hand, companies that fail to respond to the customer queries quickly might end up losing customer trust and potential sales.
Around 73% of buyers claimed that quick response time is one of the most important factors influencing their buying decision.
Here are a few tips you can consider to improve your customer response time.
- Implement customer servicing software for a one-on-one conversation.
- Include email autoresponders to reach the customers at the exact moment.
- Use real-time email alerts.
- Categorize and prioritize the emails you wish to send.
5- Don’t Simply Overlook The Complaints
Many businesses don’t bother about the negative reviews or any awful experience faced by the customers. They don’t even bother to beg for an apology and instead take the wrong approach.
If you ignore the negative reviews, you might have to pay a high cost in terms of loss of revenue, destroyed business reputation, lower rankings in the SERPs, and reduced profitability.
For example, Mercato makes sure to leave a response to both positive and negative reviews about their company on Trustpilot. This way the customers are assured that the business will listen and respond to them.
Here are a few things you can do as a business to handle negative customer reviews efficiently.
. Quickly respond to the negative reviews.
. Apologize for the inconvenience caused and express empathy.
. Try to offer compensations, be it in cash or kind.
. Take charge and resolve the problems.
One of the best ways to maintain relationships with your customers is by winning their trusts. It is essential to look after your customers’ satisfaction because they are the ones who can make or break your brand. Follow the tips mentioned above to make your brand a superstar of customer experience.