Good customer service is a must in any business that wants to grow!
Enhancing and improving the customer experience continues to be a top priority for companies both big and small. In fact, 86% of buyers today say they are willing to pay more for great customer experience. Sure, a lot of businesses out there offer great products or services, but customers today want to feel desired, special and appreciated first and foremost. In essence, they want your company to have excellent customer relationship management, CRM.
Whereas great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020
It is a true fact that sustainability of a business is not based only on the acquisition of new customers, but also on your ability to build a loyal customer base that will buy from you over and over again. According to Business Wire, 74% of millennials will switch to a different retailer if they have poor customer service. Recruiting new customers costs five times as much as retaining current customers.
However, As competition rises due to new entrants to the market, new technologies and changes in how customers buy, and the demand for transportation increase across the globe, transportation companies should understand what matters most in today’s buyer and upgrade their customer relation services to remain at the peak of the competition.
Below, therefore, are 5 ways transportation companies can upgrade their customer’s experience.
1. Build a relationship with your customers
Establishing a smooth relationship with customers should be the first priority of every company and their customer’s service department.
Every customer will want to patronize a company that considers their need and addressed their issues as fast as possible with smooth communication.
In fact building, a good relationship with customers can lead to high customer retention. just as 58 percent of consumers are willing to spend more with companies that provide excellent customer service. 59 percent of consumers would try a new brand or company for a better service experience.
Taking actions to retain your existing customers will set you apart from your competitors. Get feedback. Find out what your customers liked and disliked about their experience with your company by using surveys.
2. Create a reward system
Who doesn’t like free gifts? You, me, everyone – even your customers want those freebies.
Six customers out of ten cite surprise rewards as a reason they stay loyal to a brand. Find unique ways to reward your customers for being loyal to your company.
It is said that coupons are a very effective way of attracting new customers. More than half of the people surveyed would try a new brand if it offered them a coupon.
Research reveals that more than half of customers who complained about customer service continued to do business with the company after being offered some kind of compensation, such as a discount.
3. Be transparent on shipping prices and condition
One of the biggest challenges in the transportation industries is the protection of asset and cargoes. For example, some auto transport companies are moving ahead of their competitors because of transparency in transaction and timely delivery.
Provide your customers with every detail on their goods, from forwarders to ground handling agents to customs and packaging services. Transparency allows for simplification of the vehicle shipping and clearance processes. The loyalty of your customers begins (and sometimes, ends) with the trust they have in your business. Shippers also require transparency of information especially when it comes to booking, pricing, capacity, and any other special conditions that are important for storing, shipping, clearance, and delivery.
However, your company should give the customer all the information they need to have realistic expectations and avoid unwelcome surprises. Just one good experience with your shipping company can lead to more customers.
4. Offer as many options as customers need
Customers have a huge range of options and this can impact on the way businesses attract and grow their customer base, build high value and loyal customers and affect the way people make purchasing decisions
Many customers abandon their shopping cart when choosing payment or delivery option. In fact, 50% of shoppers will cancel their purchases if their preferred payment method is not available? Furthermore, according to a survey by YouGov, 40% said they would feel more comfortable purchasing from an online merchant who offers multiple payment gateways.
Offering several payment options will make your company look professional and reliable. How often have you seen notable companies with only one method of payment?
Statistics support that having several payment alternatives leads to an increased conversion rate. With more payment choices, it’s more probable for your clients to complete the purchase and come back in the future.
5. Update your website regularly
The way you communicate with your customers play a significant role and contribute to the overall customer’s experience. Part of that communication is your website, and in most cases, it is your customer’s first impression of your organization.
How often do you update your website with useful tips and effective information? In fact, 80% of American consumers point to speed, convenience, knowledgeable help, and friendly service as the most important elements of positive customer experience.
Having a website that is easy to use and clearly communicates the information your customer is looking for is essential to creating a positive customer experience.
About Author: Daniel Moayanda is a tech enthusiast who is interested in the evolving tech landscape and tech advancements such as the Internet of Things and Big Data. He is the Chief Marketing Strategist at Real SEO Growth, and the Founder of a rapidly growing business and motivational blog, Perfect Motivations, Inc.