“Listen to your customers before they listen to your competition.” – Julian Hall
When was the last time you looked at the customer service of your favorite brand?
Did you realize that they are constantly listening to you? This is something that is not communicated to customers and is done silently. If you need to fix a problem, chances are that your favorite brand is already aware of the problem and is already on the way to fixing it.
It’s not about getting customers to talk about their problems, it’s about allowing them to have a voice and letting them know that you do care about what they have to say.
That’s why listening to your customers is important! However, listening is not a one-time process. Listening is a lifelong learning experience.
In this article, we’ll explore the importance of listening to your customers, and how businesses can benefit from their feedback.
What is customer service? It’s about listening to your customers very closely.
Listening is so important in business because if you have a problem that needs to be solved, chances are your customers do too and when they reach out to you, it’s a sure bet that they need help because quite simply, they just can’t figure it out on their own. That’s where you come in.
Listening to a customer requires more than just hearing what they have to say over the phone or in a physical interaction you and your business may be having with them.
It’s about seeing things from their perspective, making sure that you understand just how to assist them in meeting their goals so that ultimately some sort of mutual understanding and trust can develop.
The best service reps are like Eagles because they’re always on the lookout for someone who needs help and swoops in to lend a hand.
Excellent listeners, these agents avoid redundant questioning that would otherwise increase friction between consumers and service representatives.
To summarize, listening to your customers has several benefits. Let’s quickly cover some of these advantages further below!
Listening to your customers has many benefits. One of the best is that it keeps you in touch with what is popular and what is not.
To make the most of this knowledge, you should use the system of asking and answering three simple questions:
Asking these three questions regularly will keep you apprised of the latest and greatest in your industry.
Every customer is different, so it’s important to listen to them and see what they have to say. You need to find out what they’re satisfied with, and what they are unhappy with. Some of your customers may have ideas that can help you create a better product or service.
If you are willing to listen, you’ll be able to hear what your customers want and fix any problems before it becomes a bigger issue.
For example, if your company offers a product that has an issue with how it’s packaged, most likely someone has complained and told you about it. Being proactive in this situation will save you time and money in the long run.
No company wants to lose its clientele, but unfortunately, it happens all too often. A Forbes study estimates that 96% of your customers leave each day because the services they receive were not satisfactory.
The main reason customers switch providers is because they don’t feel valued during service interactions. Fortunately, there’s a solution to this problem: provide excellent customer service to retain your clients!
Asking the opinions of your customers is an amazing way to ensure you are providing them with what they want. In this respect, one of the best pieces of advice is: Don’t ask for opinions – offer suggestions and recommendations for betterment. You can do this by asking questions that require actionable feedback from your respondents rather than opinion-based questions.
Customers might come to you with specific requests or concerns. However, the trouble that they’re having with your product or service is a tip for an upsell.
Let’s say for example that a customer has come to you about problems their website has been having and in their frustration, they mention the fact that there have been some delays in getting certain features set up to work properly on the site. Because of this, the company is not able to communicate as effectively as they think it should be and this has been detrimental for lost customers and upset clients.
Now as a member of support, you can turn around and tell them about an upgrade option that lets users add more storage space where their website files will be hosted through our server.
Additionally, if a smaller business doesn’t need all of these features yet but realizes they’re going to eventually. You can offer them advanced access so those features will already be available when they’re ready to use them.
Listening to your customers can be the difference between a good customer service experience and a horrible one. Listening to your customers can help you address problems faster and improve the overall experience you’re giving them. Your customers are your best source of feedback.
Take the time to listen to what they say, and you’ll have a better chance at improving your customer experience.
Businesses that listen to their customers often thrive. Those that do not often fail. So how can you listen to your customers? How do you learn what they want and how they want to be treated?
The following are the top ways to listen to your customers and improve your business.
Customer service managers can engage with marketing managers or product marketers to learn more about your customer personas and identify how they prefer to interact with the brand.
Consider, for example, if you’re doing business with a millennial clientele. Social media might be an effective customer service channel for you if that’s the case. You can respond to a question posted by someone who follows your business on Instagram by simply commenting on their post. In this way, customers won’t have to go through another channel to get an answer to a question they may have.
There are many things one should never say to a customer, even if the rep thinks they have a good solution at hand. The customer may not be ready for the solution or be in a place where hearing about solutions would throw them off course. Telling customers what you think their issues are can force them into whatever mental framework you’ve been trying to set for weeks or even days, and this can only end badly for every action taken after it.
Listening and responding to your customers is one of the best things you can do to start a great customer service experience, and it’s not that difficult. Many businesses and organizations struggle with the idea of listening to their customers, though. But the simple truth is that customers want to be heard. They want their opinions and suggestions to be considered, and they want to be treated fairly. It’s a simple concept. Listening to your customers, and then responding to their needs is the foundation of good customer service. Good customer service is one of the main things that sets one business apart from another.
Sales is always a challenging task, but it can be even more difficult when you’re trying to convince someone to […]Read more
Beauty brands have always relied on word-of-mouth marketing to drive sales. But with the explosion of social media, there’s a […]Read more
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company) Factoring in […]Read more
Customer loyalty is king for any business. Ensuring you have a loyal customer base is important for many reasons. It […]Read more
The beauty and cosmetics industry is always changing, and keeping up with the latest trends can be a challenge. But […]Read more
Remember that not every customer wants to engage with your brand through the same digital channels. Just because someone browses […]Read more
Omnichannel marketing is about providing a seamless customer experience across all channels. And, while it can be a challenge to […]Read more
The beauty industry is expected to have a bright future, with global sales reaching $131 billion by 2026. This is […]Read more
You may have noticed that over the past few years, there has been a growing trend of beauty and cosmetic […]Read more
In business, the term “customer acquisition” refers to the process of attracting and converting new customers. Customer acquisition can be […]Read more
Being able to understand your customers and respond to them based on their needs is a crucial skill in the […]Read more
With the 24/7 customer service culture that pervades today’s world, it’s no wonder that so many people are looking to […]Read more
Businesses of all sizes are increasingly looking to customer success training as a key ingredient in their continued success. Customer […]Read more
The world of online advertising seems to change every day, and not always for the better. Because of this, new […]Read more
In our previous blog on customer onboarding, we discussed how to make the onboarding process smooth for your customers. So, […]Read more
Do your sales managers have a solid grasp on how to kick-start your sales team? Your sales staff is underperforming […]Read more
Let’s be honest: there is a lot of competition when it comes to businesses trying to acquire new customers. By […]Read more
It’s no secret that customer acquisition is one of the most important aspects of a business’ success. But making the […]Read more
Customer relationships are a critical part of small business success. A customer’s satisfaction is the key to any business owner’s […]Read more
Onboarding is one of the most important steps in crafting a successful customer relationship. It’s the process of introducing new […]Read more
Are you tired of going through the motions with your sales prospecting techniques and wondering if you could do better? […]Read more
Cross-selling and up-selling are two tactics that can help your business grow by using internal marketing. If you’re unfamiliar with […]Read more
Cold email deliverability is a tricky thing to master! It’s one thing to send out a cold email and it’s […]Read more
Running a business is hard enough without having to worry about customer support. But if you find yourself struggling to […]Read more
Chatbots have been around for a few years now, but they’ve only recently become more popular. The chatbot industry has […]Read more
“About three-quarters of consumers who give a company a “very good” CX rating are likely to forgive a company for […]Read more
Customer support may be one of the least appreciated departments in any business, but there is no denying that it […]Read more
Do you want to improve your customer service skills? Do you feel like you could be doing a better job […]Read more
Retail customer service is a key part of any successful business. There are many tips and trends in delivering Retail […]Read more
Every year, the retail industry is moving towards advanced technology solutions while trying to achieve a better customer experience. Customer […]Read more
Customers are using social media to voice their opinions, complaints, and concerns. Customer service and social media go hand in […]Read more
The question is: can you improve your customer retention strategy? We’ll take a look at some of the best ways […]Read more
Customer service is a vital part of any business. The reason is simple: people will only stay loyal if they […]Read more
A customer acquisition strategy is one of the most important pieces of your growth puzzle. Without a competitive strategy in […]Read more
“Ease your customers’ pain.” – Hazel Edwards. This quote simply describes how important it is to be there for your […]Read more
Wondering how to get more customers for your business? This blog has the answers you have been looking for. We […]Read more
Customer Service is a craft that often requires an understanding and respect for the customer. This means being able to […]Read more
One of the most important aspects of any business is ensuring that its sales funnel is effective. Selling products and […]Read more
In Part 1, we learned how to build a sales funnel but now it’s time for Part 2, which dives […]Read more
A good sales agent is an indispensable part of a team for any business. When your sales agents are doing […]Read more
“Funnels are not easy to build but they are simple to build. And you only have to build one successfully […]Read more
You plant a tree and hope that it grows well and one day there will be fruit or flowers on […]Read more
While customer support is, at first glance, an area that many think of as being fairly simple – this is […]Read more
For most businesses and organizations, customer support is a top priority. You want to ensure your customers are not only […]Read more
A satisfied customer is better than an excited one! Make your customers happy and satisfied by facilitating a smooth communication […]Read more
As a business owner, you probably know that customer lifecycle management (CLM) is the process of managing the interactions your […]Read more
Improving the customer service experience for your customers is a critical component of creating a positive brand image and driving […]Read more
Managers will come across various issues and obstacles as they navigate their new positions – a blog that debunks these […]Read more
“Excellent customer service is the number one job in any company! It is the personality of the company and the […]Read more
Survey Monkey found that 85% of customers are likely to give feedback when their experience was positive and 81% will […]Read more
According to Invesp, 44 % of companies admit that they focus more on getting new customers instead of retaining the […]Read more
Customer churn is a term that refers to the number of customers lost from a company. Understanding why this occurs […]Read more
70% of buying experiences are based on how the customer feels they are being treated (McKinsey & Company). The above […]Read more
“Just having satisfied customers isn’t good enough anymore. If you want a booming business, you have to create raving fans.” […]Read more
Customers are one of the most important components and resources of a business. To be successful, they need to know […]Read more
Since the dawn of time, one of the most significant functions of a customer service department has been handling customer […]Read more
Chatbots are computer programs that can converse with humans in natural language. They are used by companies to interact with […]Read more
Writing great support tickets can be a challenge, but with the right approach, it can be a breeze. When customers […]Read more
“Every day we’re saying, ‘How can we keep this customer happy?’ How can we get ahead in innovation by doing […]Read more
There’s nothing more important for a business than keeping its current customers, but unfortunately, this is often the part of […]Read more
Do you know the feeling when you present your proposal and align the meetings but nothing happens? You’re not alone. […]Read more
Are you looking for an email marketing template that works well for customer support? Look no further! Creating an email […]Read more
Customer support managers are tasked with solving problems for their customers, but unfortunately, this isn’t always easy. Sometimes customer support […]Read more
Email marketing is one of the most effective ways to communicate with customers and build a sense of trust between […]Read more
“If the company’s customer service is excellent, 78% of consumers will do business with a company again after a mistake.” […]Read more
Social media has been a blessing and a curse for customer support. It allows you to provide customer support faster […]Read more
According to HubSpot Research, 93% of customers are likely to make repeat purchases with companies that offer excellent customer service. […]Read more
The only way to sustainably grow your business is by investing in your customer support. Yet most businesses fail because […]Read more
The blog post talks about how artificial intelligence is being used in call centers, and how it will impact customer […]Read more
According to Fortune Business Insights, Customer Relationship Management (CRM) was valued at $52.64 billion in 2020. Pandemic effects in the […]Read more
“The global cloud telephony service market is expected to reach US$ 65.10 billion by 2030 during the forecast period from […]Read more
The world has seen an explosive rise in the popularity of cloud-based software, and Dial CRM is one example. A […]Read more
Running a call centre is not just about keeping your customers happy. It’s also about keeping your sales high. In […]Read more
Stephen Covey, the author of ‘The 7 Habits of Highly Effective People’, said that successful people are always working on […]Read more
As Mark Hunter says: “It’s not about having the right opportunities. It’s about how you handle the right ones.” When […]Read more
“One of the greatest failures of every generation is that it refuses to read the minutes of the last meeting.” […]Read more
As Jacquelyn Smith, Forbes says, “A successful sales pitch isn’t a monologue. It’s a dialogue.” An effective sales pitch is […]Read more
What is a Service Desk? Service desks, help desks, or support desks all refer to departments that provide help to […]Read more
The impact that customer service has on a business is something that often gets overlooked. Customer service is often seen […]Read more
As of now, nobody’s sure what will happen when these two generations – one, who never expects companies to pick […]Read more
Customer data is a valuable business asset. You must build an effective customer data management strategy to protect that asset. […]Read more
A help center is your lifeline to customers. While building one is *not* a straightforward process, here are key points […]Read more
Every business has customers and every business has the chance to improve its business by growing its customer base. Since […]Read more
Do you know if your business has a customer focus? Although it might seem like a difficult question to answer, there […]Read more
Sales CRM can help streamline your sales workflow and make it more effective. But what is Sales CRM? And why […]Read more
You might think that creating the “ultimate customer experience” is all about making sure your customers are happy. If a […]Read more
Keeping prices competitive is essential for any business. Having this information can make the difference between having a successful business […]Read more
As any business grows and expands, it’s common to focus on scaling operations. Certainly this is true, but sometimes companies […]Read more
No matter how much you love your product, your customers will always know better than you. Learn to listen and […]Read more
Sometimes, companies will promote themselves as experts in customer retention, but what does this mean? Customer retention is the main […]Read more
Lost sales and lower-income are not the only indicators of abandonment. Abandonment even results in a loss of clients for […]Read more
If you are in charge of retaining your company’s customers, you know the feeling of sadness when you hear customers […]Read more
“Your most unhappy customers are your greatest source of learning.” – Bill Gates A customer is the backbone of every […]Read more
In the past few years, businesses were falling all over themselves to get a chatbot up and running for their […]Read more
You’re doing all the right things. You’re friendly, you’re responsive, you’re on top of customer issues and you’re constantly delivering […]Read more
Author Profile Nitish Kaul Nitish is a CX Solutionings Expert at DialDesk. He has helped provide our customers with fantastic […]Read more
Customer service KPIs (Key Performance Indicators) are the tools that help you understand how your customer service is performing. KPIs help you identify if you’re meeting your business goals, how well your agents are performing, and how your customer satisfaction is trending. They’re important because they provide actionable data you can use to improve your customer service.Read more
Let us say that you own nothing but sheep. So one day you are out grazing the flock and all […]Read more
No matter what industry your business is in, every business has the same goal: Keeping your Customers! Customer retention is […]Read more
An effective ticketing system tracks and manages customer interactions, and makes it easier for support departments to manage their efforts. Data gleaned from these help agents provide personalized service and streamline operations, which helps support staff coordinate their efforts and automate tedious (and often time-consuming) tasks, facilitating both personalized service and faster resolution.Read more
Author Profile Deepak Kashyap A CX expert, keynote speaker, and author, Deepak Kashyap has over 25+ years of experience. His […]Read more
Globally, the E-Commerce Market is expected to reach USD 16,215.6 billion by 2027, growing at a CAGR of 22.9% during […]Read more
Organizations need a resilient strategy for customer retention that makes sense in relation to current market conditions. Many companies are already prioritizing customer experience as it can be more profitable, yet it is still important for organizations to look ahead and identify any changes coming ahead of competitors in the market, who might not have made the same move yet.Read more
“Customer experience” has been an important aspect of business marketing strategy since the beginning of the 21st century. Businesses have been shifting towards a “customer-first” mentality, where their goals align with improving customers’ happiness and satisfaction by taking into consideration all that they think and feel, rather than focusing solely on financial gains. To achieve this customer-centric approach, businesses have taken advantage of technologies to determine customer emotions at a deeper level.Read more
On the whole, it is best to be quickly responsive when it comes to consistently responding to leads. Ready responsiveness helps expedite client requests, which will save you money on several levels. You’ll have access to a larger pool of customers while keeping uninterested consumers from slipping away and ultimately decreasing your number of potential sales. Please read the blog below that pertains directly to the benefits of kick-starting your lead response times today!Read more
This blog will help you take a closer look at what cloud telephony is and How does Cloud telephony work to benefit your business. It also makes it easier for employees to collaborate, share knowledge, and for companies to track conversations in real-time.Read more
Customers are the mainstay of businesses in all industries. Therefore, having a dedicated tool for delivering superior customer service is essential to ensure cordial bond with them for consistent growth.Read more
Customer engagement and retention have been a serious concern in the insurance industry. Most companies keep on searching for how to enhance customer engagement in the insurance industry and in this blog post, you can find some of the useful tactics that can help the insurance industry maintain a cordial relationship with its existing customers.Read more
Find the proven strategies for how to measure customer expectations to maintain a positive experience of your customer with your products and services.Read more
Customer experience is a key factor in creating a successful brand. When it comes to marketing, then it would not be wrong to say that technology offers us the opportunity to manage the customer experience in several respects.Read more
This guide help you engage & retain your customers with no hassles and make you learn how to manage customer complaints seamlessly for quick resolution.Read more
If you want to delight your customers at every touchpoint, then you need to have a robust ticket management system that offers you omnichannel customer support.Read more
Many industries have been impacted badly due to the pandemic but, it would be safe to say that the consumer durables industry is showing growth trends from a long-term perspective.Read more
Customer satisfaction act as the primary catalyst in pushing a company forward, and ensuring repeat business. However, companies cannot create their customer service strategies based on vague data or few interactions and can only trust quantitative data.Read more
The Consumer Electronics industry in India, which was valued at $10.93 billion in 2019, is expected to reach $21.18 billion […]Read more
Brands are increasingly focusing to become more customer-centric and elevate customer experience to improve customer satisfaction, loyalty, and lifetime value. […]Read more
If you’re mapping or want to track your customer journey, there are plenty of things to be kept in mind […]Read more
Customers are the bloodline of any business. Without them, there will be no reason to continue the business. Even more […]Read more
No matter how small or big your business is or what it does, voice communication is a critical element of success.Read more
Cloud Telephony is the latest innovative invention that provides a personalized and fully automated incoming and outgoing call management system […]Read more
Sales closing is a make-or-break moment. No matter how hard you work and how well you design solutions for customers, […]Read more
Do you want to make your business communications efficient and cost-effective? In this blog, we will explain to you how […]Read more
If you have a sales team that works on-field or is working remotely to generate sales for you, then you […]Read more
Organizations worldwide often wonder what the difference is between a customer relationship management (CRM) system and an enterprise resource planning […]Read more
Author Profile DialDesk Latest Post 2020.12.15Customer Support CRMWhy you can’t do without a CRM and Sales Management system? Top 10 […]Read more
According to research, over 70% of all customers who leave a company for its competition have no problem with the […]Read more
You need to keep updating your customer strategies to ensure that they are happy with your products & services. Everything […]Read more
nstant Inbound is a game-changing sales prospecting strategy that enables you to connect with more prospects, faster and allows you to be more productive and make more money.Read more
Last month, a miracle happened. Your company’s video went viral. Lead volume shot up by 500%. You were pumped and […]Read more
If you ask many business executives, they would say their customer service contact center is a necessary expense and it […]Read more
Even if you have the best product in the world, your business is doomed to fail if no one knows […]Read more
During the initial years, outsourcing was only used for basic processes such as data entry and payroll processing. However, as […]Read more
Customer experience and contact centers, in particular, are great starting points to implement artificial intelligence (AI) solutions since they are a large […]Read more
Brands & retailers build better customer service systems by removing the guesswork of what customers want. A SaaS platform for customer engagement combines chat, voice, and social media for one cohesive customer service experience.Read more
It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater […]Read more
Understanding the various touchpoints you have with your customers is key to delivering memorable customer experience. Once you’ve mapped out your […]Read more
As a business head or business owner, you need to find ways to grow your sales and revenue. Exploring different […]Read more
Here are some prospecting tips for you if you want to convert your cold leads into warm prospects: Target carefully […]Read more
Marketing teams spend a lot of time, effort, and money to create compelling campaigns, optimize them to generate leads, set auto-responders […]Read more
This blog help you get the niche and specific Customer winning map by suggesting necessary tools, focus areas and changes to sell like a champion.Read more
Email marketing is one of the most important components of customer engagement. Whether it is a webinar email or a […]Read more
We have collected some information, I think very useful information regarding changing scenarios of sales in the times of SM […]Read more
If figuring out how to grow and effectively manage an In-House team seems like a huge obstacle and will largely […]Read more
Research shows that 69% of buyers accepted a call from new salespeople in the past 12 months, and 27% of sellers admit […]Read more
Providing a stellar customer experience has been a cornerstone of business practically since spending and consumption have existed. However, now […]Read more
Customer service reports not only provides you an overview of all customer service requests received from your customers but also […]Read more
Many companies, including yours, might find outsourcing to be a good idea as there is so much to be gained […]Read more
Irrespective of the customer’s location, call centers play an important role in delivering reliable customer experience on a daily basis. […]Read more
Human interaction remains a vital component of customer satisfaction, even in the ‘digital age’. 83 percent of world’s consumers prefer dealing with […]Read more
Put yourself in the customers’ shoes. How do you gauge the quality of service a company gives? What makes a […]Read more
The buying experience often gets the most attention in customer service. Conversions are the name of the game for most […]Read more
Learn more about Dialdesk’s Customer Experience Solution here! Author Profile DialDesk Latest Post 2020.12.15Customer Support CRMWhy you can’t do without […]Read more
“Your success in life isn’t based on your ability to simply change. It is based on your ability to change […]Read more
is the apt framework developed for deploying the right mix of People, Process & Technology in a business with a clear eye on increasing lead conversion, reducing customer acquisition & management cost, and winning customers for life.