By focusing on customer needs at different stages and journeys, you can determine the best strategy to support the customer service cycle. Also, choose the best management and support tools to be your greatest allies.
How to plan customer service cycle management?
The customer service cycle defines
list of ethiopia consumer email the touchpoints a consumer goes through, from the first interaction to becoming a loyal customer for your business .
Therefore, customer service cycle management must be customer-centric and designed around the customer's journey , rather than based solely on subjective assumptions.
Customer satisfaction will not be improved simply by providing good service. The customer service cycle goes through several stages – first contact, closing the sale, after-sales service – and in each of them, the needs and perceived value are different.
Managing the customer service cycle can be thought of as an iterative sequence of just four steps:
1. Determine the stage your client is in
The first step is to segment your customer base. Divide your customers into groups, depending on the stage in your relationship with them: discovery, evaluation, purchase, use/experience, engagement, and service promotion.
Estimate the number of early and late-stage customers, the average customer service cycle length (i.e. how long it takes your customers to complete a full cycle), and set baseline data for future benchmarking.
2. Choose methods of influence at each stage
Depending on the stage of the customer service cycle, your customer interaction methods and techniques should seek different objectives.
Look at the different stages and what strategies are necessary to manage them:
Awareness
This stage is the first in the customer service cycle. In the awareness phase, the customer identifies a need and then a solution that meets that need.
Potential customers are not yet familiar with the company, products, services. They are looking for information.
There are many ways a customer can find your business. For example, they can use a search engine like Google and find your company in the results.
Other common means of discovery are: advertisements that reach the consumer through different media – such as social networks – referrals, word of mouth advertising.
Make sure your website is easy to use and navigate. Your users should be able to easily find all the information about your brand and products. At the same time, they need to see that you understand their problems and can meet their needs.
Therefore, if you want to ensure that any contact with potential customers – called prospects – is carried out in a coordinated and planned manner, develop a marketing plan that considers all these aspects.
At this stage, the key is to communicate the company's value proposition , identify the target audience and help them understand how your product or service can meet their need or solve a problem.
Consideration
At this point, your target customer is evaluating whether they should buy from you or your competitor. They will check out your product or service reviews, ratings, comments, and opinions.
It is at this stage that a consumer can enter your sales funnel as a prospect or lead , so you need to help them understand how your business is going to meet those needs.
To attract potential customers, you can, for example, implement a blog on your website and offer relevant content related to your products and services and the category of your business.
Your company's website should be set up to engage with the customer in a genuine way so that they don't feel sales pressure and also make it easy for consumers to give out contact information to enter your sales funnel .
You may be interested in reading: Everything you need to know about the types of lead magnets and their advantages.
Conversion
Conversion is a crucial instance in the customer service cycle , as it is when consumers make their final decision and can become a paying customer.
At this stage you need to ensure that your customer has a pleasant and satisfying shopping experience.
Providing the help your potential customers need is critical at this point. Did you know that 83% of consumers require some degree of support when making an online purchase, and 53% will abandon that purchase if they can't find a quick answer to their question?
A live chat could make the difference between making or losing the sale. More than 40% of consumers say that having questions answered live during an online purchase is one of the most important features a website can offer.
