Regarding customer service, ‘one size fits all’ is no longer the norm. In a world where there are nearly endless choices and competition for services and products, providing generic answers as a response to customer inquiries can significantly contribute to losing opportunities. According to Tommy Shek, as online presence increases more than ever before, businesses need to make sure that their customer-facing interactions reflect their level of commitment — or risk being overlooked in favor of better options.
Generic Answers Lead To Lost Opportunities, Says Tommy Shek
When it comes to growing a business, generic answers can lead to lost opportunities, says Tommy Shek. Without showing customers that you are listening and understanding their individual needs, you are missing out on potential sales, loyalty, and satisfaction.
The customer experience should be tailored to match the particular situation of each individual customer. This allows them to feel like they’re being listened to, heard, and treated as an individual—and not just another sale in a long line of sales. It also helps reduce customer churn and increase customer lifetime value (CLTV). A recent survey revealed that 86% of customers who felt they had a personalized experience with a brand were willing to pay more for future purchases than those who did not have such an experience. In addition, 94% of those surveyed expressed that they would be likely to remain loyal to a brand that provided personalized experiences.
A great way for businesses to provide tailored customer experiences is by using data-driven insights. By gathering information on what customers are saying and how they interact with your brand across multiple channels, you can gain valuable insights into their needs and preferences. This allows companies to create personalized messaging, offers, and solutions that address the individual’s unique circumstances more effectively than generic answers ever could.
For example, let’s consider a business selling software products online. If a customer contacts customer service seeking help understanding the different versions offered, a generic answer might refer them to an online guide or FAQ page. While this might suffice for a quick answer, it doesn’t create an engaging customer experience and may lead the customer to lose interest in the product. On the other hand, if the customer service representative had access to data-driven insights on this particular customer—such as their past purchases and interactions with your brand—they could provide a tailored response that is more likely to result in a successful purchase.
Data-driven insights are key for businesses that want to avoid generic answers and lost opportunities, says Tommy Shek. By gathering data on customers, businesses can identify their individual needs, preferences, and motivations to create personalized experiences that go beyond just providing generic answers. Not only will this help improve customer satisfaction and loyalty, but it will also increase sales and CLTV over time.
Tommy Shek’s Concluding Thoughts
By understanding and responding to individual customer needs, you can ensure that your customer experience stands out from the competition. According to Tommy Shek, with data-driven insights as part of your strategy, you can create better experiences for customers while also increasing sales opportunities and CLTV. So rather than relying on generic answers and losing out on potential opportunities, take the time to invest in your customer base by tailoring each experience based on the individual’s circumstances. This will not only help keep them satisfied and loyal but also lead to increased sales over time.