Just one bad customer experience can destroy your reputation as a brand or small business owner. Research suggests that consumers are willing to spend more revenue on businesses that have excellent customer service.
In fact, a report conducted by The Economist states that 59% of the consumers surveyed are willing to reach out or find other businesses in hopes of a better customer experience. Building a brand community provides the customer experience you need to prevent this from happening.
Here are five ways communities can improve your target customer experience:
Communities Humanize the Support Process
Most consumers are very tired of being just another number or worse, a wallet, and not even thought of as humans. Small business owners are uniquely positioned to offer customers the most human support possible through their use of communities. If you participate, they’re going to see you as a real human with real feelings, and due to that, they’re going to buy more.
Communities Improve Customer Engagement
Not only will your customers engage and discuss your products one-on-one within the community, getting current ideas and insight into making use of your products and services, but they will also be more likely to respond to you and answer your questions due to the ease of communication in a group environment.
Communities Provide Clear Customer Insight and Understanding
While the community is mainly for your customer, the truth is, you will gain a lot from having a community. You’re going to learn more about your customer, and that will help you understand what they truly need from you within the bounds of your niche.
Communities Streamline the Customer Service Process
Offering more avenues of customer care to your customers will make them feel even more heard. It’s hard to provide phone support as a small business, but the next best thing is a community that allows them to publish their questions and find answers in your FAQ or by using your bot. Plus, sometimes you’re going to be there live to help.
In the end, making sure your customers have the best experience possible when communicating or engaging with your business prevents you from destroying your reputation or business altogether. Remember, most businesses have to shut down within ten years. The major contributing factors to these shutdowns include poor customer service and not prioritizing your target audience. Building a community provides you more control and tools to ensure you give the best customer experience at all times, anywhere around the world.
Four Ways Community Building Improves Customer Service