Customer satisfaction plays a vital role in the success and vitality of your business every month out of the year. During the bustling holiday season, though, you have the unique opportunity to boost your profits for the year and enhance your customer relations at the same time by impressing new customers and reminding your existing customers why they are loyal to your products, services, and brand.
However, the volume of sales brought on by the holiday rush can easily and quickly turn into sheer chaos if you are not properly prepared to handle the increases in sales as well as customer feedback, questions, and needs. A key step in preparing for the holidays is making sure you know just how to provide an excellent customer experience that will help you delight your customers, new and old.
As you prepare for a successful holiday season at your company, it is important that you understand these five often-overlooked factors that could impact your customer experience during the holiday sales rush.
1. Service Volume and Quality
The sales your business makes during the holiday season most likely account for a significant portion of your yearly profits and are important to achieve your business goals before the year end. As you prepare for a spike in sales by adjusting your inventory and readying your teams for a busy time, it is important to make sure that you also take your customer service volumes into account. Soaring sales numbers typically increase customer support questions and requests.
This means you have a great opportunity to create loyal, year-long consumers by providing holiday service that is timely, friendly, and helpful. To ensure that you can provide your customers a positive experience, you’ll need to increase your support staff and make certain they have the tools and support they need to offer an unforgettable holiday service experience.
To handle the influx of holiday traffic and sales with precision and organization, your customer support teams will need access to dependable, powerful tools. A reliable Customer Relationship Management (CRM) software system can help streamline the work that your teams do to provide excellent service and maintain important customer records.
2. Agent Availability and Responsiveness
The holiday season is not just busy for businesses. It is also a busy time in the lives of your customers as they embark on their quests to find the perfect gifts for their loves ones. Your customer service team may be the first human contact a customer experiences with your business and brand during the holidays, and being available and responsive whenever they contact your business for help will help you create a lasting impression. Increasing your support staff during the holidays can help you ensure that your customers are cared for by available and responsive support teams. If your business is going to be closed for any portion of the holidays, just letting your customers know when you’ll be out and when you’ll be available again can go a long way as well.
3. Web and Social Media Presence
More customers than ever before are shopping online during the holidays, so it is imperative that your company has a strong presence on the internet. To prepare for your best holiday season yet, you should make sure you have a website that is easy to find and use for gathering information and shopping.
You can also increase your customer engagement and satisfaction by leveraging your social media channels through activity and sharing. You may benefit from dedicating a resource to posting great company details and holiday shopping and service hours. Sharing information about any charitable giving your company does over the holidays can also foster a positive customer experience as well. If you are running any special holiday promotions, social media is also a great way to share coupons and drive even more holiday sales for your company.
4. Multi-Channel Support
Customer experience management is particularly important during the holidays. To best serve all your new and existing customers, you should offer multiple ways that they can contact your business for help and service. Unique customers will have individual preferences when it comes to customer support, and it will benefit your business to have multiple channels open for customer contact, including: phone, email, and chat options.
5. Customer Respect
While it may seem obvious that your customers deserve to be treated with respect, it is also quite easy for the voice of the customer to get lost or go unheard during the busy holidays. However, it is important that you take the time to listen to customer feedback and make sure that your customers feel respected, heard, and satisfied.
For more insight into lesser known factors that could be impacting your customer experience all year round, check out tips in our article, 5 Little-Known Factors that Could Affect Your Customer Experience.