与客户进行每一次互动的7种方法

您的客户有很高的期望 - 如果您的业务无法满足他们的需求，他们将为您的竞争对手留下。

If that sounds harsh, well, it is. In addition to getting a product or service that works for them, they want to buy from companies that make it easy to get help when they need it, that go above and beyond for them, and that make them proud to support their corporate culture and philosophy.

您已经知道，客户体验不会以销售结束 - 这是一项正在进行的工作，公司应该不断寻求改进和迭代。为了使您入门，这是我们如何使客户喜欢与业务互动的建议。

There are plenty of reasons customers interact with businesses — not to mention the plethora of channels they use, too. In fact, the image below shows us five general examples that can be applied to most customer experiences.

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The three main ways a customer is drawn to a business is through marketing, sales, and customer service. In each of these, customers have different needs, goals, and expectations from your brand, but that doesn't make one reason more important than another. These are all opportunities for your brand to acquire, convert, and delight your customers.

Let's look at some examples of customer interactions, categorized by marketing, sales, and customer service.

客户互动的示例

营销中的客户互动

• 客户在社交媒体上看到您的品牌广告，并对其进行评论。
• 客户看到商店标牌，详细介绍了特定产品或服务的功能。
• A customer signs up for your email newsletter to receive weekly updates and promotions.
• A customer goes to one of your company events.

销售中的客户互动

• 客户致电您的支持线，并要求与销售代表交谈。
• A customer is surfing your website and decides to open a live chat conversation with a sales representative.
• A customer receives an email from your sales team and schedules a meeting.
• 销售代表打电话给客户，了解他们如何喜欢他们的新产品或服务。
• A sales representative emails a customer to follow up on a conversation that had earlier.

客户服务中的客户互动

• A customer calls a support line to get help with a product or service.
• 客户对产品，服务或营销促销有疑问，并在社交媒体上与您的品牌联系。
• A customer who's upset with their customer experience writes a negative review of your brand.
• 客户成功经理与显示出搅拌迹象的客户联系。

Across these functions of business, these various interactions are tracked in a single repository known as customer interaction management (CIM) software.

客户以许多不同的方式与您的业务互动，CIM软件可以帮助您跨以下许多渠道管理此通信：雷竞技苹果下载官方版

• Email
• 电话
• 即时聊天
• 社交媒体
• 网页
• Live Video
• 亲自
• Snail Mail

因此，我们已经讨论了客户交互管理跟踪的不同类型的信息，但是为什么我们首先要记录这些数据呢？

为什么客户互动很重要？

Customer interactions give businesses the data needed to improvecustomer satisfaction.

Without looking at customer interaction data, a business could be churning customers without knowing why. Reviewing that data can uncover gaps in communication, common occurrences that drive customers away, or other poor practices.

By taking the time to review the average customer interaction, your business can adjust its客户体验（CX）提供更有用，愉快的购物体验的策略。而且互动变得越愉快，客户越有可能成为loyalto your business.

现在,让我们看看如何让每一位客户interaction memorable with these handy tips.

1.表达同理心和感激之情。

您熟悉黄金法则吗？“对待他人想受到对待。”

客户服务黄金法则应为“将客户视为想要被视为客户的客户”。（我知道这并不那么吸引人，但我在这里提出了一点。）

我们已经写了关于的重要性empathyin a customer-facing role a few times before, and it deserves to be underscored again here.

It might sound simple, but making sure each and every one of your customer interactions demonstrate your empathy for your customers' struggles, and your gratitude for their loyalty, goes a long way. Here are some ways to do that:

• Thank your customers — for everything.Thank them for their patience if your company experiences an outage or disruption in service. Thank them for understanding if you or your company makes an error. Thank them for their loyalty when they renew or buy again. Thank them for taking the time to share their feedback, whether it's good or bad.
• 对您对客户投诉和问题的回应保持同理心。无论问题在他们的日常工作中都会影响什么，我对不起。这个问题可能会失去他们的时间或金钱，或者只是引起巨大的头痛。您并不总是知道客户的日常生活中发生了什么，所以如果他们遇到一个问题，请在他们身边犯错 - 伟大或小。

如果客户有与您的公司有积极经验的历史，则更有可能花费更多，并且忠诚度更长。raybet电子竞技尽自己的一份力量，使每个签名积极和亲切，使您的客户与您合作感到良好。

2.尽职尽责。

这是您在学生或第一份工作中学到的一课，这对面向客户的工作也很重要。

It's of utmost importance to be conscientious and to responsibly跟进to every customer communication you engage in with a solution, a forum for feedback, or helpful educational resources they can benefit from.

Whether you're connecting with customers on the phones, via email, or by commenting on social media, your customers might think that reaching out won't solve their problem (because — let's face it — it can feel like that's often the case when it comes to contacting customer service). Here are a few ways you can prove them wrong:

• If you can't solve a customer's problem with them in the first interaction, provide them with an exact and reasonable timeframe within which they can expect a resolution. Set a clear time and date, and put the responsibility on your plate to follow up.
• If your customer runs into an issue that you resolve, follow up with them a week or two later to make sure they aren't still running into the same issue.
• Better yet, do research to investigate when your customers typically encounter issues with your product, and reach out proactively with educational communications to try to prevent that friction in the first place.
• 如果你在一个持续的机智的关系h a group of customers, take the time to learn more about them and their business, and reach out from time to time with information about their industry, or congratulations about a milestone.

3. Be transparent and communicative.

当您与客户沟通时，要保持透明非常重要 - 特别是如果您或您的产品造成的错误或错误。

使用您的同理心和感激肌肉，请随时解释情况，为问题道歉，并传达其发生的方式 - 以及它将如何再次发生。如果可能再次发生，请清楚地了解您的客户可以为未来做准备。

Particularly if your product or service concerns customers' personal data or information, or if your product serves as a system of record for a customer's own business, you need to take your responsibility to your customers seriously. In today's era of data breaches and credit card hacking, customers want to understand what you're doing to fix problems and prevent them from happening again. Make sure you're prepared with transparentcustomer communications在这样的时期 - 如果您不这样做，请您的团队经理或董事提供更好的指导。

4. Ask for and act on customer feedback.

您不能仅仅提供“有价值的客户”唇部服务 - 您需要定期散步并采取行动客户的反馈意见.

定期通过调查向客户询问反馈是确定潜在问题的有效方法前它们使您的客户流失。调查还为客户提供途径，以使他们真正受到重视的方式表达对您的产品或客户服务的想法，并且他们对1：1互动的特定反馈可以使您更好地磨练您的流程 - 或大喊大叫淘汰员工超越和超越。

Your company may already have a process in place for regularly soliciting feedback, in which case you don't want to inundate your customers with even more communications that could lead to survey fatigue.

If your company already has asking for feedback down pat, make sure you're soliciting feedback in your 1:1 conversations with customers. Even if it's not official or on the record, qualitative feedback will help you improve your service, and customers will appreciate the opportunity to be honest and share their views. And if your team isn't already deploying post-call净启动子得分®调查, it can be a helpful way to develop your skills and share learnings with the greater team.

5.尽可能满意您的客户。

我们的大倡导者delighting your customers, and a big element of delight is the surprise element.

Make sure to take time periodically to surprise your customers. You don't necessarily need to surprise them with a gift or a discount (although those can be nice). Sometimes, something as simple as a谢谢你的信, company swag, or a shoutout on social media can go a long way towards building goodwill and an emotional connection with your customers. And anemotional connection有时，比对客户满意度调查的回应，可能是更大的忠诚度预测指标。

6. Go where your customers are.

作为一个客户，没有什么比当我将Twitter DM发送给公司抱怨某事的时候更让我感到烦恼了，他们回答了一个我可以打电话给我表达我的担忧的电话。raybet电子竞技我已经经历了处理该产品问题的摩擦 - 我也不必等待暂停就可以听取客户支持代表的消息。

It's your job to make it as easy and painless as possible for your customers to get the answers they need to use your product or service. To do that, you should have a plan in place for providing service across a variety of channels where your customers typically reach out to you.

努力始终在最初伸出的同一平台上回应客户的要求和问题。总是有例外 - 有时，您只需要讨论一个问题或在视频通话中跳出来 - 但是您应该尽一切努力在客户最初向您寻求帮助的同一平台上进行沟通。这可以帮助您更快地与客户互动，从而为他们提供所需的答案。

7.像人一样说话。

我们的最终建议是让您的客户喜欢与您接触（即使存在问题），就是像人类一样说话。

Your customers aren't looking for scripted corporate-speak when they call or write to you in need of assistance. Particularly if you're communicating with customers on social media, scripted, formal language can ring hollow and insincere.

如果您正在解决客户问题中，请随时保持语言专业人士。但是，一旦您解决了客户的问题，或者如果客户伸出援手分享积极的反馈，请随意脚本少，而更多。

Use good judgment to communicate with customers authentically in your own voice. For example, if customers are reaching out to you on Twitter, don't be shy about responding back to them with a GIF or a hashtag. If you're leaving them a comment on Instagram, try to work in an emoji. Little personal touches can endear you to your customers and make them more excited to connect with you.

Make Your Customers Love Interacting with Your Business

客户与业务互动的方式将决定您如何保持他们的参与并回来。我们希望本文能够更好地了解如何跟踪，分析和改进这些互动，以使其更快乐，更满意的客户来到。

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