In order to stay competitive, it is essential for companies to tailor their services to their targeted audiences. Customer service strategies must be in line with what your customers not only need but also what they want. Tailoring your services involves getting to know your clients. With advanced technologies, this tall task may be easier than you think.
Uncover Your Customers' Personality Types
Customer service strategies must be flexible to accommodate the different needs of clients. It is no secret that different techniques appeal to different customers. Get to know your customers' personalities to identify how to serve them. American psychologists Roger Reid and John Merrill assert that most people possess one of four different personality types: amiables, expressives, analyticals and drivers.
In a customer service environment, amiables expect representatives to be friendly and considerate. They crave small talk before solidifying a purchase. Expressive personality types, however, like to take their time when making buying decisions. They want to focus on the big picture when making a decision versus focusing on details. Amiable and expressive personality types rely on clear-cut examples of how a product or service benefits them and appreciate testimonials from satisfied customers.
Analyticals and drivers are less expressive and incorporate logical thinking into their buying decisions. For example, these personality types need step-by-step procedures and clear and detailed responses when troubleshooting problems or seeking services. Offer analyticals and drivers data-driven responses so they can make their own decisions regarding what your company has to offer.
Utilize Data-Driven Technology
Beyond getting to know your customers' personality types to tailor your services, it is also important to incorporate feedback from current and former customers to determine how to improve customer service. Create feedback surveys, poll existing customers about their satisfaction level, and reach out to clients on social media to gather information about what types of products and services they desire. Add a personal touch to your strategies by making connections with customers at every step of the sales and support process.
Businesses should rely on customer data to customize their services as well. For example, know your demographics by including surveys as part of the buying process that uncover the gender, age, marital status and occupations of your current customers. Identify who is requesting your services to further tailor your product and service line to this demographic. Create a clear-cut plan to appeal to what your customers want and need to improve your customer service strategies on a regular basis.
Businesses must know not only who their customers are, but also how they use the company's services and products. Investigate the satisfaction level of your clients, and identify how your services have improved their well-being, productivity and profits to ultimately gain repeat business.
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