How to become an asset to your customer, not an expense.
In the world of customer service, you can be an expense or an asset to your clients. If the former, the only way to compete is through pricing strategies. However, if you can become an asset – that indispensable element that your customers need – you become more essential. If you give your customers a great value and ROI, you will kick your business up another level. Turning your company into an asset takes ingenuity and a drive to provide the best customer service at every level.
Today, we offer 7 tips that will help you convey the value of your product or service and develop positive customer satisfaction so you become an asset, rather than an expense.
- Determine what your customer needs… before they need it.
In many ways, great customer service is about anticipating needs rather than waiting for the customer to ask you. “Rather than start with your product, start with the customer’s strategy and processes. In order to create value, you must understand where the customer is going, how they are trying to get there, and what is getting in their way,” according to Salesforce.
- Determine how you can meet those needs
Once you know your customer’s needs, it’s time to figure out how your product or service can meet or address their specific pressures and obstacles, while helping them capture opportunities for new growth.
- Be specific about why your product or service is better
When it comes to making your business an asset, you first need to convey the idea that you bring something better to the table than your competitors. Now is not the time to be modest. “Whatever sets your product or service apart from what your competitors are offering in the same category should be a part of your message to your customers. Yours isn’t ‘just another’ product, right? No — it’s the best product of its kind,” according to Business 2 Community.
So start by determining the specific quality that makes your product or service “the best” and back it up with data or other evidence such as customer feedback, industry recognitions, and endorsements among others.
- Set up goals to measure your performance and success
You must develop systems that measure the effectiveness of your business, from customer service and logistics to efficiency. “When a customer sees that your business is operating under thoughtful and established protocols to reach its goals, it will give them confidence that you’re trying to run the business in the best and most conscientious way you can,” according to Business 2 Community.
- Attention to detail matters
Packaging is important and encompasses everything from the actual product to your website, marketing materials and advertisements, the images you use, and the overall voice and tone that is displayed. This messaging and should extend everywhere, from internal memos to customer emails and social media posts. Quality is all about perception, so you want everything about your brand to convey high-quality, high-touch service that your client cannot live without. Remember, the goal is to transform your business into an asset that is essential. It goes without question that this idea should always extend to your customer service.
- Create the best overall experience possible
At every point in customer interaction – from the initial contact to the sale and even to how you handle problems – you should strive to form a good impression of your business. Customers today are very savvy and they judge every aspect of their experience. You want to focus on building and maintaining good customer relationships so that you become that essential asset they need.
- Continually strive to create more value from your services.
Establishing your value doesn’t stop with the initial sale. It’s about building a relationship over time and always showing that you are an essential element of their success. This is how you create value and turn your services into their business asset. According to Salesforce, “Over the long term, ensure that your customers are actually deriving value from the use of your products and services. As much as possible, aim to quantify this value to be sure that both you and your customer understand the economic impact of your intervention.”
Creating perceived value in your product or service can turn you into an asset rather than an expense. The distinction is important if you want to become an essential element to your clients. Ask yourself which category you fall into, and if the latter, what you can do to flip the coin so you become an asset.