9 out of 10 businesses compete mainly on customer experience. Therefore, the organizations that take customer experience seriously are those who will stand out from the rest and win loyal customers over.
In order to deliver a positive customer experience, you have to strategically plan out what it will look like. You want to improve how your customers are being treated, and their overall experience.
The bottom line is simple: take customer service seriously and create a loyal following.
Customer service is one of the most important things on your website. Not only do you want customers to have a good experience, but you also want them to make purchases and keep coming back.
If your customers don’t feel supported by you and your brand, there won’t be loyalty.
There are many different types of customer service, and you don’t want it to turn into poor customer service that will destroy your efforts. You need to implement strategies that will improve the customer service experience.
The following 3 customer service strategies will give you a bottom line for getting your customer service up to speed.
In order to build good customer service, you need to have a clear idea of what you want it to look like and what you want to get out of it.
This vision can change over time, but you want to have it as a reference when you are making decisions.
Start by understanding who your customers are and creating connections with them. Then set goals that match both of your expectations. Your customers are just as important to this vision as your company.
If you want to build a brand, you have to first build a customer base. Your vision will then be the driving force behind your customer service moving forward.
Finding out when and why customers contact you is very important to gain a deeper understanding of the context of your customer service inquiries.
When you identify touchpoints, you can:
You’ll know when they will have a problem and therefore can put support in place to keep them happy. The needs of customers are the number one priority for your customer service strategy.
Touchpoints also help you improve the product itself. You can evaluate the problem and the solution, and prevent the problem from happening again.
This, in the long run, helps you keep up with your customer service vision by working alongside it to keep customers happy.
Implementing a strategy to resolve customer inquiries the first time they come up will help you keep your customer service clean. It will also prevent future issues, which is what having a strategy is all about.
Customers do not want to have to repeat themselves.
If you ensure that the problem is solved with one interaction, your customers will have a better experience and you will be able to focus more heavily on maintaining your other strategies and goals alongside it.
Here, the mindset is just as important as the delivery. Make sure to go into every customer service request with the mindset of getting it done quickly and efficiently.
Don’t go into it with the intention of finishing it quick no matter the outcome, but instead try to get the best outcome in the shortest amount of time.
Implementing these strategies isn’t a one and done type of thing. Once you have a strategy in place, you have to keep working at it.
Measuring your customer service improvement with feedback will help you continuously improve and update your strategy as you go.
Without measuring, it will be hard to know whether or not your customer service strategies are working after you have executed them.
You should also measure KPIs, key performance indicators. That way, you know if you’re meeting your objectives for performance. Here are some to look out for:
If your strategies are working, keep going! But if not, go back to the drawing board. Create a new customer service vision, identify new touchpoints, and try a different way of being quick and efficient.
Sometimes you have to play the game of trial and error.
These 3 strategies are a great baseline to start improving your customer service. If you want to retain customers and stand out, start building your own strategies and getting feedback right away.
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