Customer convenience is all about making the customer experience less of a hassle. You don’t want them to feel like they have to jump through hurdles just to get to your service or product. You also don’t want them to feel like a burden to your brand, especially if they are reaching out with a question or concern.
Customer convenience is becoming a more important criterion when it comes to where they’ll spend their money. Today’s “must have it now” mentality means buyers are looking for speedy, efficient exchanges with brands. The easier it is for customers to make a purchase, the more loyal they are likely to be. That said, customer convenience can benefit both customers and your business. Here are three ways prioritizing customer convenience can help you earn loyal patrons.
1. Responsiveness Demonstrates That You Care
Nobody likes to be ignored and that includes sending an unread message. If you have a question, you expect a brand to follow up promptly. You don’t want to be waiting for them to call you back or send a response a week later. Professionally, being responsive demonstrates that you care about the customer’s questions and want to assist them in whatever way possible.
Of course, these responses can take up a lot of time. You may be fielding questions via email, social media, and on-site forms. Having a dedicated person answering customer questions may not be feasible or practical. This is why you may want to consider leveraging a customer relationship management tool for your business.
Small business software helps you streamline communications with patrons in a timely manner. With the help of AI, it can send automated responses based on what is being asked. The software can also organize messages in one dashboard so you can chime in, if needed, and see the full conversation. This type of software can also help with client booking requests and scheduling as well as client invoice approvals. It can also send out automated texts and emails to loyal customers, keeping your brand at the forefront of their minds.
Leveraging chatbots is one way to reduce the friction between a customer and your customer service channel. These computer programs rely on AI and natural language processing to respond to users in real time. The chatbots can link to a FAQ page on your site for additional help or bring in a customer service rep if the question is beyond their capabilities. Having a quick response to commonly answered questions empowers customers to make faster decisions.
2. Digital Capabilities Show That You’re Modernized and Secure
An antiquated website that is slow to load or doesn’t read properly on mobile is no way to entice potential customers. People today demand that brands are “with the times,” which means that their digital sites are easy to read. Opt for a minimal design that is clean and sleek and make sure the site is mobile responsive. A site that is easy to navigate on desktop and mobile is more convenient for customers looking to make a purchase or learn about an offering.
Additionally, it’s important to keep privacy and safety at the forefront of your mind. Keeping customers’ information secure, including addresses and banking information, is of the utmost importance. Unfortunately, data breaches and cybersecurity attacks are commonplace as hackers are finding new ways to obtain sensitive information. These breaches have affected companies of all sizes, so don’t assume that your small business is immune! A company that incurs a data breach can have a harder time bouncing back as customers may feel wary of spending their money there.
If a customer feels like a site isn’t secure, they’ll likely back out during the final purchasing steps and choose an alternative brand. Make sure you’re doing what you can to protect your customers. An SSL certificate can encrypt the information shared between a website and its users while also protecting the website from breaches and improving the company’s credibility.
3. Delivery Options Give Customers Choices
Customers have gotten used to having an item delivered almost instantly. They don’t want to wait a week for the item to arrive nor do they want to pay for shipping and handling fees. Brands that offer free same-day or next-day shipping, such as Amazon, reign supreme. They can retain a loyal customer base because convenience is part of the brand’s key values.
Another way to serve customers is through subscription-based models. These can also be a convenient option for customers who want to keep certain items stocked. Pantry essentials, beauty products, pet food, baby items, and more can all be delivered on regular occurrences without a customer having to repurchase them.
Lastly, offering curbside pickup is a faster, more convenient option for shoppers who don’t want to do the actual shopping for the items. Grocery stores and big box stores like Walmart and Target have kept up with the demand for pickup since the pandemic. This service can lead to an increase in sales and an increase in loyal, happy customers.
Takeaways
As shopping habits have evolved, brands have been tasked with keeping up with consumers’ latest demands. Today, convenience means having a seamless checkout and customer service experience, one that is secure and privacy-safe. It also means getting the purchased products ASAP, leaving little to no time for shipping delays. Brands that can highlight the convenience of shopping with them can expect more return customers.
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