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Believe in Client Care

Client Care

Selfridges department store is known for three things; high-end retail, architectural innovation, and the phrase “the customer is always right.”

Now, we all know that in reality, the customer might not always be right, but that doesn’t mean Harry Gordon Selfridge didn’t know what’s up. Appreciating your customers, offering substantial support, and providing optimum client care is the key to 21st-century retention. This is the “demand it” generation after all—your clients will always have other options. And it’s up to you to make sure they know their true value.

Why Your Clients are Important

Never underestimate the true power of advocate marketing. Your potential customers are looking to their peers for product recommendations. They want clear-cut social proof that your business offers the highest quality service they can get, and your current client-base is the best source out there.

In short, you need your clients to love you. According to Kissmetrics:

"At any moment, an unhappy customer can share their opinion with the masses through social media and the web and negatively affect your business. Creating love between your company and your customers can help scale positive word of mouth that's absolutely priceless."

Your clients' happiness has a direct impact on your business's bottom line. Don’t believe us? Here are the three most compelling stats on customer retention:

1. It costs 5x as much to attract a new customer than to keep an existing one.

2. 68% of customers leave brands because they are upset with the treatment they’ve received.

3. 48% of customers who had a negative experience told 10 or more others.

With numbers like that, it’s no surprise that client care is now a business necessity.

Client Care 101

It’s simple: Create a competitive advantage by offering better customer support than your competitors. The first step? Relate to your clients and stick to your word:

"Good customer service is more than being friendly and seemingly 'helpful' on the phone. You need to be able to put yourself in your customer's shoes and think, 'How would I feel if this happened to me?’ Call the customer back if you've said that you would… deliver what you promised to your customers and you will build their trust in you."

This advice from SuperOffice is just the first tactical step that your business can implement for effective client care. Other solutions include:

  • Personalize their experience with small critical efforts. There is something to be said for remembering your clients' names and particular preferences
  • Engage them with your brand. Include them in your company’s culture by sending them swag or hosting appreciation events
  • Listen to feedback. Nobody knows your product quite like your clients so be receptive to their wants and needs
  • Utilize an automated solution. Managing support requests through a digital, cloud-based tool like Zendesk will streamline your processes, improve your response time, and provide a better experience for your clients

Believe in the wise words of Harry Gordon Selfridge, and remember, your company’s success is in your clients' hands.

July 11, 2017
Kate Wilson
Social Media Manager, Bill.com
Kate is in charge of all things social at Bill.com. When she's not writing every type of content imaginable, she's drinking strong coffee and debating the use of the Oxford comma with her coworkers.