Thanks to new technologies, companies today are establishing much deeper bonds with customers. Starting to open up new channels of communication that offer instant access, robust feedback loops, and rapid responses that enable frequent, low-friction, customized digital interactions, are now being recognized by big and small organizations. This recognition caused real-time connectivity to change the game.
Since one-way, linear flows of communication are shifting to continuous dialogue through multiple channels, new communication tools are evolving, supporting open access, direct participation, and immediacy of information. These tools’ aim is to build a 24/7 relationship with your customers, making them feel connected, heard, and valued.
How accessible is your service, product, or company — seriously?
Companies are making it easier than ever for customers to have what they want at the snap of their finger because customers are learning they don’t want to wait, and don’t have to. Here are a few ideas on how to build a solid 24/7 relationship with your customers:
eCommerce Omnichannel Customer Service
There is a thin line between invading and connecting. Learning how to build continuity throughout the relationship with your customers without invading their space is priceless. Customers appreciate consistency, relevance, and messages that speak directly to them. Feeling like your brand knows their characters and connect to who they really are is the key. This is doable through transforming monologues into dialogues, encouraging them to speak, creating a continuous loop where both ends listen, respond, and act.
If the digital channels you are using are not seamlessly synced to the physical ones, you are more likely to lose your customers. Ultimately, the goal of omnichannel customer service is to be everywhere your target audience is, capture as much customer data as possible, and merge them into a unified customer experience across all your digital and physical channels.
Doing so will enable your business to create a consistent, seamless, personalized buying experience that your customers look forward to having, repeating, and participating in. Giving your customers multiple ways to interact with your company makes it more fun and intriguing for them.
Implementing a robust omnichannel customer service strategy allows you to gain more significant customer insights, maximize the Customer Service team’s productivity, reduce churn rate, and reduce customer wait times.
Coaching Behavior
Knowledge of customers’ needs comes from the information they have previously shared with your company or from observing the behavior of many customers. A deep understanding of customers’ needs and gathering rich data about their goals is a significant factor in building a strong relationship with your customers, yet it cannot be your stand-alone strategy. Implementing a coach-behavior strategy helps your brand to proactively remind your customers of their needs and encourage them to initiate steps to get what they want. These needs usually are the services and products that you provide. Receiving information from your customers regularly through customer surveys, website reviews, customer service feedback, and social media interactions are reliable two-way communication techniques that will help you implement an effective coach-behavior strategy.
Responding to Desires
A good respond-to-desire strategy involves listening attentively to what your customers want and making their buying journey seamless and as quick as possible. Fast delivery, minimal friction, flexibility, and precise execution are essential operational capabilities that your company needs to provide to build a strong relationship with your audience.
Companies now understand that customers spend less energy when dealing with a specific brand is what makes them stand out. All the technology and digital inventions around us serve that purpose, like Cortana or Siri, listening to the owner’s desires and attending to them in a blink of an eye. If your company’s buying journey is seamless, and your delivery is fast, while bearing in mind your customer’s needs and desires, you are off the hook and cultivate a relationship of understanding with your customers.
Omnichannel opens a lot of channels of effective communication with your customers at all times during all hours. When adding coaching behavior and responding to your customers’ desires to the equation, your brand will entice more customers because it merely satisfies their human needs to communicate with clarity, be understood, and finally, getting what they want.
