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7 Customer Service Lessons From Luxury Brands

by Content Team | Last Updated: May 26, 2022

Any business can employ a few luxury service tactics to improve customer interactions and brand loyalty. For example, companies can personalize communications, regularly collect customer feedback, track key metrics, and ask executives to join in. This article is for small business owners looking to provide the best possible customer service.

1. Track Customer Service Metrics

A quick Google search will display dozens of articles on how easy it is to track your metrics. You can use a Google spreadsheet (free) or email template tracking template (included in some CRMs) to provide a clear, easy-to-read snapshot of important metrics. It’s a simple task to set up a note in Evernote (free) to keep track of your email open rate, and I’d highly recommend learning the art of the follow-up if you don’t have a CRM.

2. Collect Regular Customer Feedback

Provide a feedback form for customers to fill in after their experience with your business. When customers have a bad time, take action quickly to reassure them. I used to write back to every unhappy customer, especially if they had a valid complaint. And in some cases, it made a big difference. If a customer is happy and has nothing to say, there’s no need to write back.

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3. Use Live Chat the Right Way

Live chat is a useful way to improve customer service by offering real-time communication between your customers and your team. Yes, you can use live chat to boost conversion rates (conversions can increase by 24 percent). However, it’s more important to focus on providing your customers with an exceptional customer service experience.

4. Offer Personalized Experiences

Personalized experiences improve customer retention and engagement in a way that can’t be replicated by a generic, one size fits all approach. Everyone loves getting something personal when buying online. In addition, personalized experiences often include more relevant recommendations. This can be as extreme as offering a unique prize to the person that spends the most in one month or as simple as the tone and speed of the conversation.

5. Level the Playing Field

Luxury service is about ensuring customers always come out on top. One way to do this is by offering your customers extra value or special access. If you run a business in the music industry, you could offer VIP tickets to your fans. If you own a clothing brand, you could offer discounts to your best customers. Simple gestures like this convey a brand message and make your customers feel special.

6. Show Your Appreciation

In a similar vein, it’s important to show your appreciation. If a customer has a huge order, throw in a complimentary product. Don’t just do this for big customers. If a customer spends a lot, why not send them a gift with their order, even if it’s not a big order? After all, the aim is to make sure they keep coming back.

7. Show Your Human Side

A luxury service approach isn’t about being superhuman. You need to show your customers that you’re human by using a first name basis, talking about your family and interests, and offering personalized service. Implement the above tactics to create a luxury service approach that will make your customers feel valued and essential.

Conclusion

It’s not about making your customers feel more important; it’s about making them feel like you understand their needs. The key to luxury service is establishing trust. If your customers trust you, they’ll be happy to spend their money with you. And they’ll be happy to return.

At Luxury Sandbox, we know that the internet is about people. It’s about you and your audience connecting and creating lasting relationships. We believe that relationships always begin with a conversation, which is why we tailor our clients’ message to your tribe. We delve into your goals and values and establish who your audience is. We are eager to support your success with our passion for sharing your message on the web every step of the way! If you need marketing services in Kona, get in touch with us! Let us know how we can help.

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