Create a Much better Customer Service Encounter.
July 20, 2020 Internet
Today, our customers have many ways to attain us to request service or buy our products and services. The upsurge in social networking usage and amount of sites available to attain us has managed to get much simpler for the customers to provide us feedback. What this has done is enhance the bar, raise our customers’expectations as they relate solely to response time, how quickly we respond to their needs, questions, issues and concerns. We are able to manage the customer experience, no matter exactly how we communicate with them, by creating and implementing a customer service plan aligned with this business management and growth plans.
Inside their seminal article on the web link between service and profit, “Putting the Service-Profit Chain to Work”, the Harvard Business Review authors found a five percent upsurge in customer loyalty has got the potential to deliver a gain increase of anywhere between twenty-five and eighty-five percent. This really is significant. Why wouldn’t every organization seek to create a customer service plan and procedure that increased their profit? The firms cited by these authors were able to increase their profits, not only by improving the amount of customer service they provided, but by improving how many loyal customers they serve. They try this by carefully selecting their customers, understanding and meeting these customers’individual needs and interests, and; often engaging these customers in delivery of the merchandise or service. And they organize themselves into cross-functional teams where team members understand the purpose of the organization, practice behaviours and implement actions necessary to help keep customers loyal. This’ownership mentality’encourages team members to create relationships with the selected customers and treat them as their particular customers.
Bain and Company, inside their use Fred Reichheld’s concepts in his book “The Ultimate Question 2.0”, developed and implemented The Net Promoter System to measure customer satisfaction. Telus tv support The outcome of their case studies show traditional customer care measurement tools don’t deliver because the outcomes may not allow it to be back to leading line employees in a reasonable fashion. These studies also identified that companies will not find a way to… “achieve or sustain high customer loyalty without a cadre of engaged employees.”
So how do we, as business leaders and managers, develop a better customer service experience? Exactly what do we take from the investigation shared by the Harvard Business Review authors and Bain and Company researchers that will assist us to enhance our customer relationships and build customer loyalty?
We are able to try this by building a customer service plan, a customer service plan that is an intrinsic element of our business plan where we identify the customer market we need to develop to boost loyalty and drive up profits.
We have conducted our personal research on customer service excellence with thirty Canadian organizations and, as a result of the research, we created the’Customer Satisfaction Practices Continuum’- a style for evaluating the customer service amount of the organization (or any unit inside an organization). This continuum outlines five stages for evaluation, each stage has three components – customer focus, measurement and environment. By completing the assessment, an organization is able to quickly assess their position on the continuum and decide if, they wish to implement the required actions to go to the next, more effective stage. This enables business leaders and managers to balance customer service with profitability and build a customer service plan aligned making use of their business direction and goals with the amount of customer service they think is appropriate. Building customer loyalty could be expensive if investment in methods and action plans outstrips anticipated revenue. Customer service excellence is not about meeting every customer need but rather identifying those customers with whom we could build a relationship and providing our employees with the data, tools, processes and systems they have to continue to nurture these relationships. This will result in customer referrals, the very best and most inexpensive way of all.