Customer-love is in the air: Tips to Show Your Customers The Love.
February is the month where we think about love. Customer-love should be on the radar year-round but, in February, it is the perfect time to dig into some great customer service tips to make sure you’re showing your customers “the love.”
Why it matters.
Warren Buffett famously said, “It takes 20 years to build a reputation and five minutes to ruin it.” And, when it comes to your business, this truth is even more pronounced. In today’s world where the consumer’s options are seemingly endless, customer experience is where many savvy companies are finding their competitive edge. Check out some interesting facts to support the importance of providing excellence in the area of customer service.
- According to American Express, 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.
- Mckinsey reports that 70% of buying experiences are based on how the customer feels they are being treated.
- Lee Resources survey results indicate, 80% of companies say they deliver “superior” customer service, while 8% of customers actually agree that these same companies deliver “superior” customer service.
Six Customer service tips your customers (and your bottom line) will love:
Use Technology To Your Advantage.
Technology tools can up your customer service edge if you are a small company trying to compensate for a lack of manpower, a growth-phase business preparing to scale or a large enterprise in need of more comprehensive ways to connect with your customer. A myriad of tools at many different price points are available such as online chat functionality, sophisticated point of sale tools, automated email responders and much more to improve the customer service experience even during your off hours.
Bake It Into Your Shared Vision.
One of the most vital customer service tips you can implement this year is ensuring that everyone in your company understands that customer service is a key objective. It seems to be obvious, but companies that reinforce the objective, empower their employees to provide excellent service and reward accordingly see the most success.
Make Smart Hiring Decisions.
Hiring employees that have the right skills is important as well as hiring those that have the right attitude. Especially for employees that will be interacting with your customers, do the due diligence to make sure your new staff members share your passion for the customers’ happiness.
Constantly Ask For Criticism.
No one likes criticism; it’s true. Smart companies, however, are always providing a mechanism for their customers to provide feedback – good, bad or ugly. Are they just gluttons for punishment? No, they understand that this data and insight can help them understand and serve their customers’ needs to the best of their ability.
Monitor Your Social Media Accounts.
No list of customer service tips in today’s digital age would be complete without addressing social media. When a customer is unhappy, he or she may turn to Twitter, Facebook, Yelp or elsewhere online to complain. Your timely and on-point response can save your reputation. Never engage in arguments with customers on these channels and always show empathy for the situation while presenting solutions to help diffuse the problem, taking it offline as soon as possible.
Overcompensate When You Make Mistakes.
Even the best companies make mistakes. It happens. The companies that truly get customer service turn these events into opportunities to impress. Remember that time the waiter messed up your order and the owner brought you a free dessert or a gift card to use on your next visit?
By implementing a few of these basic yet essential customer service tips, your business is sure to benefit. Increases in customer retention and brand equity, as well as a reduction in new customer acquisition costs, will be likely results of your efforts to wow the customer at every turn. Ain’t love grand?
Crown Center Executive Suites is dedicated to providing you with the highest level of service this February and all year long. If you need a professional and inviting workspace, contact us to explore the right option for your unique needs.