The way people do business has changed, and though the pandemic may have put the brakes on in terms of certain types of progress, it accelerated the pace of change in other ways. Most notably, it has influenced customer expectations and has led to changes in the way they expect you to handle transactions. If you haven’t noticed this, your competitors may have, so read on to find out what your business needs to remain competitive in an ever-changing world.
Table of Contents
1. Same-Day Delivery is Standard
These days, customers don’t want to wait – even if they shopped remotely. https://www.couriersatlanta.com, notes that same-day delivery is an expectation rather than a luxury. Offering it isn’t a matter of sharpening your competitive edge any longer. Instead, it’s a way of keeping up with your competitors. Unless you’re offering something that’s fully customized and takes time to make, fast delivery is a requirement you can’t afford to overlook.
2. Personal Service No Matter How Many Customers You Have
Gone are the days when customers felt flattered if you remembered your last interaction with them. Now, it’s a basic expectation. Most of them probably realize that any business that “remembers” every previous point of contact has advanced software to help them. But if you don’t have that software, they’re likely to see you as under-resourced at best. At worst, they may decide it’s a sign that you don’t really care about your customers. Having CRM software is becoming an essential component of customer service since it helps you to stay on top of your customers’ journey.
3. 24/7 Support at Their Fingertips
It’s 3AM and your customer experiences a problem that requires access to customer support services. While your chat bot (if you have one) can handle some frequently-asked questions, human intervention should be available 24/7. Have you ever experienced that “I need to talk to a real person” moment? If you had to wait for a response, you’ll know how frustrating it is. Since having personnel available around the clock is likely to be costly, many businesses are outsourcing customer support to third parties. Go for quality. Your business is only as good as its weakest link in the eyes of your customers.
4. Omnichannel Communication
While onsite chat, email, and phone calls remain the most popular ways to reach out, your customers will expect responses across all the channels where you have a presence. Do you like using social media and your blog to promote your business? If so, you need to provide service on these platforms too. If you don’t, you run the risk of being seen as uncaring. Your website and social media accounts aren’t just a way to talk to people – they’re also places where they can talk to you. Are you responding?
5. Great Reviews for Social Proof
Prospective customers are likely to check out your business’s reputation by reading reviews. Don’t try to fake them! Go for the real thing. Encourage satisfied customers to leave reviews, and be quick to respond to any criticism. Most customers realize that you won’t please all the people all the time, but if you fail to respond appropriately to a bad review, you’ve missed a chance to show that customer opinions matter to you.
Great Product? You Need Great Service Too!
Your product or service may be in demand, but if your customer service doesn’t match current expectations, you aren’t doing yourself any favors. Modern consumers expect more than just a product. They expect VIP service too. Most businesses are outsourcing large chunks of that and they’re using tech tools and third parties to help them meet customer expectations. If your business isn’t doing these things yet, it’s time to get started!