We can’t always make our customers happy, but it is always important to try. When we’ve only made decisions based on data rather than user experience methods, we may get the messaging right, but we may not fully understand our customers. When our customers are putting up a fight, here are three things organizations should do to rectify the situation at hand:
People don’t just want to feel connected to a brand, but they want to feel connected with a person at the other end. With technology, being able to talk to robots and automated messaging has become easier; however, humans need a connection so they can feel understood and appreciated. By building rapport with your customers, it is easier to empathize with them and can make them feel special. Show the customer that you understand their frustration and will help them resolve the situation, which will eventually help them calm down.
Your customers want to be heard, seen, and feel valuable to the organization they are spending money with. They will be more likely to stick with a company that listens and empowers its customers. That is precisely how companies can build communities that are part of the business. When people feel part of something bigger than a product, it creates an attachment. For example, a university student may have a lot of pride for their school because they felt like they were part of a community. The same thing can happen in businesses when they are able to make their customers feel more involved and important, rather than just another number.
3. Follow Up
If a company promises a customer a follow up, make sure you follow up. Even if there is no status update to provide to the customer, they will be more appreciative that you took the time to speak to them and haven’t forgotten about their concerns. Make sure they know that you haven’t forgotten about them but don’t let them also forget about you! Let your customers know that you’ve listened to their feedback and that you will be making the necessary changes to improve (if that is actually what you are willing to do). Let them know that their feedback is valued - make your customers feel appreciated.
Let us know in the comments below if you have had a difficult customer experience and how did you handle the situation!