There is a lot of debate going on in the industry as to what aspect can be the game-changer in a customer’s experience when they deal with a company. Some say it is providing the resolution to a customer, some say it is providing quick resolution, some say it is building rapport with your customers, some say it is giving discounts and offers, and I am one of those who say personalization and empathy can be the game-changer in a conversation.
There is no certain answer to this question because it all depends on the type of audience you are catering to as well as what is your business all about. Different rules apply in different industries such as in the product industry, the timely and quick resolution has more weightage than personalization, whereas, in the service industry, personalization and empathy play the most important role.
Therefore, we can say that all of these traits are interrelated and should not be taken as individual entities. Now what we want to tell you in this section is that even if personalization and quick resolution are traits that are more important based on the industry, building rapport with your customer and empathizing with them is still common for all businesses. According to research 89% – 93% of customers are likely to make repeat purchases after a positive customer experience and the key to that can be the way how your customer service team handles your customers.
“If a customer likes you — and continues to like you — they will continue to do business with you. If they don’t, they won’t.”
– Paul Greenberg
It’s an ill-founded but common misconception that your customers don’t know as much as you do. While they certainly aren’t always right, they are very often at least thinking in the right direction. Similarly, they usually know when something has gone sideways or isn’t behaving the way it should be. Your customers’ thoughts and opinions matter. They can help you build a better product, help improve your internal processes, and give you a good heads-up that they’re thinking about churning.
Therefore, personal touch and the fact that you care about your customer can help you gain their trust and you can protect yourself from customers going to your competitors. Your goal should be to prioritize making your customers’ journeys good ones.
80% of customers say the experience a company provides is just as necessary as its products or services. (Salesforce).
92% of customers appreciate companies giving them control over what information is collected about them. (Salesforce)
On average, customer service agents only ask for a customer’s name 21% of the time. (Glance)