Customer care is one of the foundations of an exceptional customer experience (CX). This is why it’s time to focus more on your customer care strategies on top of the other facets of the operations.
PwC reports that 73% of the customers make buying decisions based on their experience with the brand. Customers bring profit and value to the business, which is vital to running the company.
Profit is the money earned by the company through its products and services. On the other hand, value is the projected profit based on the current measures companies are taking.
Aside from quality products and services, improved customer care must be one of your organization’s primary objectives to ensure sustainability and longevity in the business world.
What is customer care?
Corporations can easily measure a customer’s transaction history and buying frequency to derive data. Analysts can quickly conclude whether shoppers like what a company offers.
Customer care is understanding what buyers genuinely want and using the resources available to meet their needs. Organizations use customer care to make an emotional connection to their clients, establishing loyalty and encouragement to promote the brand.
Customer care vs customer service vs customer experience
Customer care, customer service, and customer experience are easily mistaken to mean the same thing; the short answer is that they are not. To clearly differentiate these three, you can consider how a customer’s journey takes place.
Customer care is the treatment customers receive from the beginning to the end of the buying journey — and even after. It’s essential that customers feel welcomed, understood, and heard in every way possible.
Brands give dependable customer care through customer service. After the purchase, support specialists offer assistance in areas customers need. Customer service is also one of the highly sought-after BPO services by business clients.
The summation of all these is called a customer experience. At the endpoint, customers decide if the experience has been delightful, and if so, they are most likely to recommend the brand to their friends and families.
Customer care is giving immense consideration to the customer’s needs, assuring that they are heard and supported all throughout. Quick surveys and interviews show satisfaction ratings that businesses can use to improve customer care strategies.
Ideas for improving customer care strategies
Aside from providing reliable customer service, there are plenty of different ways to take care of your clients. Showing appreciation for their loyalty will leave a lasting positive impression on your firm.
Here are other strategies you can use to improve your customer care plan:
Provide valuable contents
A corporation’s value significantly depends on how the customers see them as a whole. You can show customer care by giving back the same value even when no purchase is made.
Knowing your target market will help in creating valuable content to share. Content marketing is a strategy used by companies to attract customers. It could be in the form of relevant write-ups, educational videos, or copies where customers see the actual value of what they paid for.
Personalize customer care experience
It is not a customer experience unless it is a personalized customer experience. Buyers want to see how each product is relevant to their lifestyle, budget, and priorities. In a survey by Aberdeen, 75% of e-commerce shoppers prefer brands that give a personal touch to their offerings.
Personalized newsletter and product recommendations based on previous shopping history will tell the customers how much you care for them. Targeted campaigns and promotions centered on what they truly want will nudge them to interact more with the brand.
Customer helpline
Customer care is being there whenever your customers need support, whatever time of day. Establishing a dedicated helpline impacts your customer experience most satisfactorily.
Customer care helplines are common in call centers where a representative assists the customer in navigating their way out of an issue. However, clients can solve some concerns independently, which is why most organizations opt to develop a chatbot available to guide them anytime.
Efficient customer helpline, such as reduced call time, prompt responses, and insightful assistance, will create a remarkable customer care experience.
Discounts and rebates
Customers are happier with a company that gives generous discounts, says a study by Claremont University and Coupons.com. The science behind great customer care is keeping the joy customers feel whenever they see your brand.
Discounts and rebates effectively promote your products and services in the most pleasant way. With this, you’re sending a message you genuinely care about your customers fully experiencing the benefits of your offerings.
Customer care goes a long way — from customer retention and loyalty to word-of-mouth marketing. Your brand must understand what gives value to your customers’ life by consciously thinking about how they truly feel.
Working with intentions and objectives to give only the best for them will bring the return of investments in ways more valuable than many, which is trust and confidence from your customers.
Understanding your customer
You must know where your customer is coming from to live up to their expectations — keeping customers’ needs in mind when making decisions in the business.
Maintaining communication and regularly checking customers’ preferences will develop an understanding of how your brand is perceived. Khoros finds that 83% of customers agree that they resonate better with brands that listen and give solutions to the issues they face.
Customer care is all about knowing how customers feel and working on improving their journey even at times when they are not directly interacting with the company.
