Connecting with Your Customers – With or Without Your ERP System
Customer Service covers many aspects of your business. It goes beyond your ERP system. It’s more than answering phones and taking orders. It’s more than describing your inventory items and showing pictures on your web store. It’s even more than educating your customers about your products or their industry.
Customer Service is also knowing what your customers care about to connect with them. You can connect with your customers in person by hosting events, meet-ups, or even contests. You can also connect online with forums and groups.
If your business caters to car buffs who are passionate about modifications safety features, then maybe a Facebook group just for them is what you need to connect. If your customers love outdoor sports, then let them know about local events – or attend one with them. In some cases, you might even discuss topics not directly related to your business if they’re interesting to your customers. For example, are your customers interested in reading about why wolverines are so rare? If so, then you might highlight an article about what’s being done about it on your blog.
If your ERP system provides the capability, you can enable live crowd sourcing so your customers can provide feedback for products. You can even create your own form of social media, providing online forums or Q&A sections that allow customers to contribute.
Many shoppers appreciate information and online activities that involve what interests them. Keep them interested with education, participation, and fun. Use your own website for a gathering place, or find out where your customers go for online social activities, such as Facebook or Instagram.
Knowing what your customers care about helps you connect with them, and in turn, they might connect with you.