https://www.indeed.com/career-advice/career-development/provide-excellent-customer-service
Do you think excellent customer service is important? If yes, great. Your customers are the most important factor in your success as an entrepreneur. They always will be.
Sure, a great-looking website helps. Killer marketing helps too. However, none of it matters if people don’t pull out their credit cards. That’s the real test.
So how do you earn their trust? Show them you care about their business. Don’t just talk about it.
What Excellent Customer Service Really Means
Customer service means helping people who buy from your business. It also covers people who plan to buy. It can be simple. For example, you can reply to an email about delivery dates. Or it can be thoughtful, like a random gift for loyal customers.
When you offer excellent customer service, shoppers enjoy buying from your online store. As a result, you get more repeat business. You also get stronger loyalty, more positive reviews, and more word-of-mouth advertising.Here are 10 ideas that will surprise and delight your customers.
1. Invite Devoted Customers to a VIP Sale
First, make your customers feel like part of a small, exclusive community. It’s a simple way to deliver excellent customer service. After all, customer service is about showing customers they matter.
Start small. Add a shopper to your VIP list after their first purchase. Then call them a VIP. It makes them feel special.
Next, host exclusive events. For instance, hold a private sale. Advertise it only to your VIP email list, not to the public. You can also create special discount codes for VIPs on social media.
2. Give Customers Early Access to Select Products
Are you launching a new product line? Here’s an idea. Set up a private link days before the public launch. Leave it out of your navigation menu. Then share the URL only with your VIP customers. Nobody else will know it exists.
As a result, your top customers get first access. They will gush about it online. In addition, word about your secret collections will spread like wildfire.
As your fan base grows, you can hide a secret collection on your 404 error page or in a hidden area of your site. Visitors who find it by accident will be pleasantly surprised.
3. Use Video Email Responses for Excellent Customer Service
Most online merchants use pre-written replies. Frankly, they’re boring. They rarely give customers the answer they want.
Instead, send personalized video replies. Use the customer’s name. Introduce yourself as a company representative. Then answer their question directly.
Admittedly, this takes more work. That’s why most merchants skip it. However, it makes your service stand out. Also, if a customer needs step-by-step help, send a screencast. They can follow each step easily.
4. Send a Holiday or Birthday Card
Holidays and birthdays create special memories. Yet many people forget birthdays as they get older. Therefore, it’s your best chance to stand out.
First, try an app like Happy Birthday Email. It collects your customers’ birthdays. Then it sends an email on their special day. Next, use a tool like Ultimate Special Offers. It lets you include a small free gift with each purchase made through a birthday link.
Besides that, send a card a few days before the birthday. Add a handwritten note. It goes a long way.
Similarly, after a year in business, send holiday cards to every customer. Wish them a happy holiday season and a prosperous New Year. To boost sales, tuck a small business card inside with a unique discount code.
5. Make Customer Service Entertaining and Lighthearted
Have you seen how big brands like Netflix and Amazon respond on social media? Netflix uses a conversational tone full of personality. Meanwhile, Amazon customer service representatives occasionally dress up as Avengers for their customers.
Most online retailers reply to comments the same way: “We apologize for the inconvenience. Please send us a direct message (DM) so we can help.” This response is scripted. Worse, it forces customers to take a second step. Customers expect quick and simple solutions.
Instead, start the conversation yourself. Send them a DM asking for more details. Then solve the problem. Few brands do this. Still, that small extra touch makes a big difference.
6. Fix the Problem That Causes the Most Complaints
You know your regular complaints. Most likely, you get the same one or two every day. But have you ever fixed the cause?
For example, customers may often ask about delivery times. In that case, send shipping details or a tracking number right after purchase. Similarly, if customers keep complaining about one product’s quality, find a supplier with better ratings.
Are customers upset about slow replies? Then hire a part-time customer service agent. Alternatively, answer questions on your morning commute, lunch break, and after work. Just skip the weekends.
Above all, be responsive. It’s essential for a successful business. Preventing problems before they happen is the best way to handle most complaints.
7. Share Customer Photos on Social Media
Customers are often too polite to tag you in their photos. They don’t want to seem pushy. So, take the first step.
When a customer posts a photo wearing your product, like it, share it, and tag them. This is how you deliver excellent customer service and give them the praise they deserve.
Remember, they liked your store enough to buy. Then they went further and engaged with you. Therefore, you can never have too many customer photos.
Moreover, many brands pay for social proof through influencer marketing. If you can get it for free, take it.
8. Share Knowledge With Your Customers
You can help customers reach their goals. For example, an outdoor gear store can teach people how to pitch a tent or find north with a compass. Likewise, a fitness center can show members how to do exercises correctly.
There are several ways to teach. First, make YouTube videos that demonstrate each method. Second, write blog posts that inform and engage readers.
When you help customers learn a new skill, your service goes beyond a single sale. As a result, customers keep coming back.
9. Use a Loyalty Program to Deliver Excellent Customer Service
A loyalty program is the simplest way to show customers you value them. Add a loyalty app to your store as a marketing automation tool. Then let customers earn points. They can redeem those points for deals and freebies.
In addition, run days when points are quadrupled on certain collections. This boosts participation and sales. Better yet, the rewards keep shoppers motivated to return. Earning points can even become addictive.
10. Give in Your Customer’s Name
Does your company regularly donate to a cause? If so, take it a step further. Add each customer’s name to your donor list. Then send a personalized email telling them you donated in their honor. Include proof, such as a screenshot or a link.
However, avoid controversial or political causes. Otherwise, you risk negative reactions. Instead, choose a charity that fits your niche and improves society or empowers others.
Why Excellent Customer Service Matters
Do you think excellent customer service is important? If yes, great. Your customers are the most important factor in your success as an entrepreneur. They always will be.
Sure, a great-looking website helps. Killer marketing helps too. However, none of it matters if people don’t pull out their credit cards. That’s the real test.
So how do you earn their trust? Show them you care about their business. Don’t just talk about it.
What Excellent Customer Service Really Means
Customer service means helping people who buy from your business. It also covers people who plan to buy. It can be simple. For example, you can reply to an email about delivery dates. Or it can be thoughtful, like a random gift for loyal customers.
When you offer excellent customer service, shoppers enjoy buying from your online store. As a result, you get more repeat business. You also get stronger loyalty, more positive reviews, and more word-of-mouth advertising.
Here are 10 ideas that will surprise and delight your customers.
1. Invite Devoted Customers to a VIP Sale
First, make your customers feel like part of a small, exclusive community. It’s a simple way to deliver excellent customer service. After all, customer service is about showing customers they matter.
Start small. Add a shopper to your VIP list after their first purchase. Then call them a VIP. It makes them feel special.
Next, host exclusive events. For instance, hold a private sale. Advertise it only to your VIP email list, not to the public. You can also create special discount codes for VIPs on social media.
2. Give Customers Early Access to Select Products
Are you launching a new product line? Here’s an idea. Set up a private link days before the public launch. Leave it out of your navigation menu. Then share the URL only with your VIP customers. Nobody else will know it exists.
As a result, your top customers get first access. They will gush about it online. In addition, word about your secret collections will spread like wildfire.
As your fan base grows, you can hide a secret collection on your 404 error page or in a hidden area of your site. Visitors who find it by accident will be pleasantly surprised.
3. Use Video Email Responses for Excellent Customer Service
Most online merchants use pre-written replies. Frankly, they’re boring. They rarely give customers the answer they want.
Instead, send personalized video replies. Use the customer’s name. Introduce yourself as a company representative. Then answer their question directly.
Admittedly, this takes more work. That’s why most merchants skip it. However, it makes your service stand out. Also, if a customer needs step-by-step help, send a screencast. They can follow each step easily.
4. Send a Holiday or Birthday Card
Holidays and birthdays create special memories. Yet many people forget birthdays as they get older. Therefore, it’s your best chance to stand out.
First, try an app like Happy Birthday Email. It collects your customers’ birthdays. Then it sends an email on their special day. Next, use a tool like Ultimate Special Offers. It lets you include a small free gift with each purchase made through a birthday link.
Besides that, send a card a few days before the birthday. Add a handwritten note. It goes a long way.
Similarly, after a year in business, send holiday cards to every customer. Wish them a happy holiday season and a prosperous New Year. To boost sales, tuck a small business card inside with a unique discount code.
5. Make Customer Service Entertaining and Lighthearted
Have you seen how big brands like Netflix and Amazon respond on social media? Netflix uses a conversational tone full of personality. Meanwhile, Amazon customer service representatives occasionally dress up as Avengers for their customers.
Most online retailers reply to comments the same way: “We apologize for the inconvenience. Please send us a direct message (DM) so we can help.” This response is scripted. Worse, it forces customers to take a second step. Customers expect quick and simple solutions.
Instead, start the conversation yourself. Send them a DM asking for more details. Then solve the problem. Few brands do this. Still, that small extra touch makes a big difference.
6. Fix the Problem That Causes the Most Complaints
You know your regular complaints. Most likely, you get the same one or two every day. But have you ever fixed the cause?
For example, customers may often ask about delivery times. In that case, send shipping details or a tracking number right after purchase. Similarly, if customers keep complaining about one product’s quality, find a supplier with better ratings.
Are customers upset about slow replies? Then hire a part-time customer service agent. Alternatively, answer questions on your morning commute, lunch break, and after work. Just skip the weekends.
Above all, be responsive. It’s essential for a successful business. Preventing problems before they happen is the best way to handle most complaints.
7. Share Customer Photos on Social Media
Customers are often too polite to tag you in their photos. They don’t want to seem pushy. So, take the first step.
When a customer posts a photo wearing your product, like it, share it, and tag them. This is how you deliver excellent customer service and give them the praise they deserve.
Remember, they liked your store enough to buy. Then they went further and engaged with you. Therefore, you can never have too many customer photos.
Moreover, many brands pay for social proof through influencer marketing. If you can get it for free, take it.
8. Share Knowledge With Your Customers
You can help customers reach their goals. For example, an outdoor gear store can teach people how to pitch a tent or find north with a compass. Likewise, a fitness center can show members how to do exercises correctly.
There are several ways to teach. First, make YouTube videos that demonstrate each method. Second, write blog posts that inform and engage readers.
When you help customers learn a new skill, your service goes beyond a single sale. As a result, customers keep coming back.
9. Use a Loyalty Program to Deliver Excellent Customer Service
A loyalty program is the simplest way to show customers you value them. Add a loyalty app to your store as a marketing automation tool. Then let customers earn points. They can redeem those points for deals and freebies.
In addition, run days when points are quadrupled on certain collections. This boosts participation and sales. Better yet, the rewards keep shoppers motivated to return. Earning points can even become addictive.
10. Give in Your Customer’s Name
Does your company regularly donate to a cause? If so, take it a step further. Add each customer’s name to your donor list. Then send a personalized email telling them you donated in their honor. Include proof, such as a screenshot or a link.
However, avoid controversial or political causes. Otherwise, you risk negative reactions. Instead, choose a charity that fits your niche and improves society or empowers others.
