Customer service is a key part of any business. We'd be crazy if we told you how to look after your customers. Having said that, there are some things that you need to know about Wellness SuperConsumers that might help you be Customer Service Superstars. If you're unfamiliar with CHFA's Wellness Consumer study, you can check it out here
If you're wondering whether Customer Service makes a difference - here are a few stats that might help you think about Customer Service differently.
68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. (HubSpot)
For 86%, good customer service turns one-time clients into long-term brand champions. (Khoros)
89% of consumers are more likely to make another purchase after a positive customer service experience. (Salesforce Research)
93% of customers are likely to make repeat purchases with companies who offer excellent customer service. (HubSpot Research)
About the Wellness SuperConsumer - when you are thinking about how to help them be better everyday think about these facts:
They are the first to try new natural, organic, or wellness products or services.
They are 'experts' in their own right - other people seek them out for advice about natural, organic or wellness products
They love reading or learning about new natural, organic or wellness products or services
They are advocates - they share what they learned about the latest natural organic, or wellness products or services.
When you put these together, you've got a great blueprint for customer service.
Engage your brands as partners - get experts from your brands to come in and train store staff and the Wellness Superconsumer at the same time. Build a bond over education and product awareness that keeps that consumer coming back and telling others about their amazing experience at your store.
Extend your customer service reach by engaging these consumers via email newsletters and educational snippets. This could look like a tip every week via email or simply a call out for a nutritional requirement when the season changes or the time of year calls for different routines.
Give them avenues to share make social media easier for your Superconsumer. Build posts that are easily reshareable, QR codes that they can scan and share, and foster moments that make your superconsumer excited to share on your behalf.
Share the Wellness Superconsumer profile with your staff. Your staff probably already know who some of these people are, but your team are the ones that are going to be on the floor with potential superconsumers, so knowing the traits will help your staff know who these folks are and nurture them into being your superconsumer.
Combining what you know about your customer and insights around the Wellness Superconsumer allows you to supercharge your own customer service. This is a chance to turn these advocates into loyal customers that support you and your staff.