Customer participation refers to the measure of how actively the customers are involved during the service encounters.
This is one of the most important things on which the services organizations should focus. But it is often observed that the organizations don’t spend much time and resources working on the participation.
There are a number of strategies that can be implemented to improve customer participation. The major strategies are explained below.
1. Automate the Services wherever Possible
If the organization is dealing in the servicescape where the services can be automated. Then the organization should go with it.
When modern technology is used the customers involve themself more. The main reason here is the customer is serving themselves. This can also help the organization to match the demand with capacity.
When the service is automated and the technology is used correctly. Then the chances that the customer is dissatisfied are very low.
2. Employ Competent Staff and Train Them
The staff or the employees of the organization should be competent enough to serve the customers. The service organization should train the staff in regard to communication.
The good the communication the better the interaction with the customer. And ultimately this will result in higher customer participation.
3. Reward Customers
The service organization should reward its customers wherever possible. Here the reward does not mean to send a gift or pay them money.
It is about giving complimentary services whenever they return to the organization. Along with this exclusive discount, strategy can also be used to improve customer participation.
4. Run Referal Programs
Referral programs are not suitable for all the services. But if it is possible in your service then you can run the referral programs.
Provide commission to your existing customers when they successfully refer a new customer to your business. If you don’t want to pay real money. Then you can run a loyalty program and add the points to the loyalty account of your customer.
There are great chances that the customers will participate in the program and refer new customers for your business.
5. Accept Feedback from the Customer and Work on It
Feedback helps businesses to understand where they are lagging behind. And with the help of feedback from the customer, the organizations can improve the overall products and services.
When the service organization accepts feedback from the customer. This will help it increase customer satisfaction and also customer participation.