What is your business doing to get ahead of the competition? Improving customer experience is an excellent place to start. You could show your customers that you listen and care about them by enhancing customer services.
Never underestimate the power of treating your customers well, poor customer service can sabotage even the largest corporations.
If you can’t find a way to keep your customers happy and satisfied with your services, chances are your business won’t last long.
The stakes are quite high on the subject of customer service. Deliver superior customer service, and your company stands to bring in approximately 5.7 times more revenue than competitors who fall short in customer experience.
However, why are companies consistently making customer service mistakes with so much at stake? Is it that they are not aware of the customer experience pain points? Or are they just ignorant?
Or perhaps your business started operating one way and never adjusted to suit the customer’s needs?
Either way, it’s about time you started working on putting your customer’s needs first and fix the following customer service problems.
With profit targets driving the majority of business, it’s easy to forget one crucial factor – availability. How fast can your customers reach you?
Companies tend to forget that the value a client receives from interaction with an organisation comes from both product satisfaction and experience.
If a customer want’s to purchase a product from you, they expect to reach you. And surprisingly, it’s becoming increasingly common for firms not being where customers are.
Customers expect a seamless experience, and that means your company should be available via email, social media, phone, and chat.
> The Fix: Be where your customers are! Make sure your target customers can reach you via as many channels as possible because customers want to contact you via channels that make sense to them. Offer contact via:
Of course, make sure you don’t take forever to respond to your clients. Otherwise, you will make your company look lazy and as if it doesn’t care about customer experience. You could also set up a forum where users can help each other.
It’s been shown that companies can’t improve customer services without placing a significant focus on collecting and analysing feedback. What are customers saying about your products and services? Do you actually know?
Is there something they would like you to change or improve? What do they love most about your company? Collecting and analysing feedback will help you answer all these questions and ultimately improve customer experience.
> The Fix: Honest feedback is crucial when it comes to assessing how your firm is doing regarding its customer experience. A branded forum is an excellent way to ask for feedback.
You could also ask for feedback on live chat sessions, use email surveys, and monitor what they say about your business on social media.
Of course, while collecting feedback is crucial for improving customer services, use subtle approaches, and implement your findings.
Whatever industry you are in, business is all about people – and people want humanised services. Where customer services are concerned, you need to add a personal touch to your services.
While things like chatbots have their benefits, customers often want to feel special, and what better way to make them feel appreciated than to add a personal touch to their services?
From greeting customers and saying goodbye, you can master the art of maximising customer experience through humanised interactions.
> The Fix: Connecting with your customers need not bee too challenging or expensive. You could include a personal touch now and then enhance your services through simple gestures such as:
Some companies are quite stubborn and stick to their policies no matter what. While systems exist for a reason, that doesn’t mean they can’t be changed. Never assume that your strategies are always right and the customer is wrong.
Instead, listen to your customer’s needs and implement your findings. It’s a shame that many companies don’t listen to their customers when doing so could take their customer experience to new heights.
> The Fix: When you listen to your customers, not only will you understand what they want, but you will also notice any changes in their tastes and preferences.
This way, you can take the necessary measures to tailor your business to suits their needs. You’ll come to realise that your customer satisfaction rate will go through the roof once you understand and accept that the customer is always right.
More often than not, poor customer experience can be traced back to a trickle-down effect that starts with the management and then proceeds to the employees and finally ends with the customer.
How well do you treat your employees? It’s crazy if you to expect to treat your staff like dirt and then expect them to treat customers well.
> The Fix: Find a way to make your employees happy. You can provide your employees with benefits like paid holidays and ongoing training to make them happy.
Gather employee feedback and find out how you can make a better working environment for them.
Now that you are familiar with customer service pain points to avoid, you know not to underestimate the power of customer experience. Offering top-tier customer experience is crucial to the growth and success of your business.
Make an effort to improve customer service continuously, and your company will be well-positioned to thrive for years to come.
At High Velocity Business Improvement Coaching, we are able to help you improve a vast number of areas across your business through our coaching programs.
We can coach your business to understand your problems, the size of the problems and how to solve the true root cause of these problems.
Please contact us today to book a free consultation or for more information.