Customer Service for the Digital Age
When I first started my business, I was focused on one thing: become indispensable. When you create a brand that matters, you have to invest time, effort, and commitment to show customers and clients that you care. By aiming to uphold that high standard, I was able to built my brand and reputation.
Here’s what you can implement starting today:
Speak your customer's language
Think back to a positive customer experience you had. Chances are it was lighthearted, comfortable, and approachable. All customers appreciate being heard and understood.
Recreate that experience for your buyers. Do what you can to take out the "us vs them" component and think of your customer as a collaborator. Do your research. You should understand their pain points and what their needs are. Ask them what they want to see or expect for you.
You can also take this approach on your social media. Do this when you're creating content by being transparent and personable. Try to craft content that's worth sharing and focus on what will be relatable to your customer. Some brands that are doing this well are Everlane and Later. Their posts showcase how you can have a casual tone and build trust.
Reply, even if you don't have a response yet
If there's one thing I've learned, it's that a reply is better than stone-cold silence. Sometimes you get an email that you need to think about and that's okay! You don't need to have an answer the moment a message hits your inbox, but you can put your customer at ease. Do this by replying as soon as possible with a quick, "Received! I want to give a thoughtful response to this one. Expect a reply from me soon." Trust me, it goes a long way. This shows that you care about your customers and that you're responsive.
Embrace out of office
Going on a vacation? Set an auto-responder to let your customers or clients know that you've received the email and will reply when you return. Use the opportunity to make it a fun message that's in line with your brand. If you'd like some tips on writing a creative out of office message, you can check out my posts on the topic here.
Manifest your brand
It's easy to get bogged down by the day-to-day, but it's critical to stay inspired. At least once a week, carve out time to daydream. Think about what you want your brand to become. Use this time to analyze what you stand for, what you're like, and what your reputation is. Then, manifest that in everything you do both inside and outside of your business. Align your brand with who you are because those personal touches are what make your brand memorable.
What are some of your favorite tips for creating a brand that matters? Let me know in the comments below.