How to turn difficult customers into evangelists
Customer service used to be a face-to-face business. But in today's digital, omnichannel marketplace, customers expect to engage however is convenient for them — whether on their phone or an app — and have access to up-to-date information on the status of their projects. If customers don't get the information they need, they can quickly go elsewhere — or become problem customers that cost you time, money, and possibly even your reputation.
The good news? There's an easy solution. Giving customers access to up-to-date information and personalized communication about their projects helps them stay engaged and satisfied, creating a loyal customer base that will help your business grow.
Struggling to engage your customers? Here are three steps to turn difficult customers into evangelists for your business.
- Mirror Your Progress
Customers want the personal touch of good, old-fashioned customer service with 21st-century engagement and access to information. They want to know the status of their projects without a lot of hassle. Meanwhile, business owners are busy, and sometimes their focus on doing the work they love can compromise their ability to communicate with their customers.
The solution? An app that mirrors your internal processes to customers so they can track the progress of their projects. With an easy-to-use app, customers and business owners can monitor the status of a project without the hassle of one-off communication and constant effort. Update your project as you go along and give customers 24/7 access to information about your project. Informed customers are satisfied customers, and providing a real-time view of your progress can help reduce churn by 20 percent.
- Automate and Streamline Communication
Staying in touch with your customers is important. But with so many things competing for your time, keeping your customers in the loop can take time. Many business owners use several systems to keep up with their customers, leading to delays, confusion, and inefficiencies. This leads to upset customers, which leads businesses to lose time, money, and customer support.
One of the most helpful things you can do to convert difficult customers into loyal customers is to streamline communication. You can combine your project tracking software with communication automation software, allowing you to send routine updates and personalized emails and texts — all in one place. This way, you don't have to labor over every message, but your customers still get the personal touch they would from face-to-face interaction.
- Provide In-App Referrals
You do good work — and customers should be able to reward you for a job well done. Unfortunately, most reviews and referrals happen through third parties, which requires much motivation for your customers. The solution is obvious — integrate reviews and referrals into the same system your customers are already using. Allowing in-app reviews and referrals allows your existing customers to sing your praises, making them more loyal customers while bringing new customers in with confidence.
Want to reimagine project tracking and customer communication? With PortalCX, you can mirror your project progress, talk with your customers, and get referrals in one easy-to-use platform. Try Portalcx today!