As society develops, people's psychology and needs become increasingly complex. Modern marketing trends focus on personalizing the customer experience, which is a method that both helps improve relationships with buyers and increases sales.
Don't just focus on finding new customers and neglect your existing ones, as you'll miss out on many opportunities to increase revenue. One strategy customer service Being resourceful will make a difference and enhance competitiveness in the market against other competitors.
Customers don't just need promotions
Acquiring a new customer is significantly more expensive than developing existing customer bases. Today's businesses are focusing more on customer care because they clearly see that market competition is becoming increasingly fierce and customers are becoming more demanding due to the growing variety of choices available, especially among high-income customers. In this context, acquiring new customers is much more difficult than retaining existing customers and improving service quality for them.
In terms of products, from new technology products such as smartphones to telecommunications and banking, product quality is essentially the same. Therefore, in order to be chosen and retained by customers, businesses need to pay more attention to their customers. Whereas in the past, customer care only began after a sale was made, today it must be provided before, during, and after the sale. Many businesses have a higher level of awareness, meaning that they not only external customer service but also pay more attention to internal issues. For example, companies strive to make their employees happy, because they understand that if employees are satisfied, they will also take better care of customers.
Discover the true desires of customers
Modern marketing is gradually shifting from the 4Ps to the 3Cs. In the past, when entering business, the fundamental consideration was the P – Product, meaning what product to make and sell to the market. But today, that has changed. People must consider what value the product brings or what customer needs it addresses, which is the first C: Customer needThe next factor to consider is the convenience of the product for customers: ConvenienceThe last letter C to pay attention to is: Communication (media). In the past, people only cared about promoting widely, but today, businesses need to pay more attention when interacting with customers. They must be consistent and unified across all media channels. That is why a department customer service Professionalism is indispensable in every business.
In addition, Asian customers tend to be reluctant to share information directly, so social media has become a familiar communication channel for businesses to listen to and better understand their customers. Clearly, today's competition and differentiation lie not only in the product but also depend heavily on customer service approach.
Loyal customers will market for the business.
In addition to brand loyalty, existing customers are also the best marketers for a business. With the support of social media tools, businesses now have more ways to enhance the customer experience. Businesses can capture images and video clips of customers' emotions as they experience products and services. Additionally, to encourage customers to actively share these experiences, businesses need to provide them with surprises that exceed their expectations. Today, many businesses have tapped into this value from existing customers through personalized customer care activities or by organizing programs such as advertising film screenings, concerts, singing and dancing performances, etc., to evoke emotions in customers. When that happens, they will share their emotions with others.
Classify customers to determine the appropriate care method
In-depth studies of customer groups will help businesses easily categorize customers in detail by region, gender, age, income, preferences, etc. Based on this, businesses can then develop appropriate care solutions for each customer group.
Differences in B2B and B2C customer care
For B2B businesses, the customer base is smaller than for B2C businesses, but it is more important and the customer groups are more specific. Therefore, B2B customer care does not need to be broad, but it does need to be very deep. Businesses need to have a clear understanding of their customers' information, because sometimes B2B purchasing decisions are made by a group rather than an individual.
First, it is necessary to understand the thoughts, feelings, and hidden desires of customers. This should be done regularly, as customers are constantly changing, and businesses need to understand this in order to develop new strategies and methods to better serve them. In addition, businesses also need to regularly adjust and carefully categorize their customer base. Businesses must always remember: modern customer care trends is to both sell products and provide customer service.
