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CUSTOMER SERVICE EXPERIENCE – 5 Things Your Customers Deserve

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Think about this: Amazon, Uber, Zoom, and Tesla Motors, what do these brands have in common? They were each, not the first to do what they do, but they did the consumers’ job better than their competitors. And, they consistently give their customers the best service experience they deserve.

They are all disruptors. Walmart disrupted local retail businesses when they came into a community. Uber disrupted the taxi-cab industry. Amazon disrupted the entire retail world, Zoom disrupted physical meetings and office space. And, Tesla disrupted the automobile industry.

So, are you starting in a career or business and it looks like there is nothing new to do? Like everything that could be done has already been done? There is yet a way to disrupt your market. Make an exceptional customer experience your brand identity. Customer service is often overlooked in companies, and, this could be a big opportunity to differentiate your business and attract and retain loyal customers.

For The Best Customer Service Experience, Do These:

  1. Know Your Customers – Who is your ideal customer? What does your customer need? How can you meet that need? Do your research and analyze your target audience. Beyond the service, you want to provide, know enough about them to become a part of their lives.
  2. Design a customer-centered service experience – Your customers are at the centre of all you do, not you. Alongside the product or service you are offering, deliberately put your customers at the centre of your activities by designing a customized service experience. Therefore, if you know them as explained above, this should not be difficult to do.
  3. Respond quickly to every customer inquiry or comment – Know when to read the script and when to use your humanity. Do not ever keep your customers waiting. Never!
  4. Stay in Touch – Adequate use of social media will give you top-of-the-mind awareness with your customers. Be conveniently accessible to your customers and stay in touch. Social media is an extension of brand marketing for you, therefore, use it sufficiently. Something as simple as a good CRM (Customer Relationship Management) program can help you keep track of your customers, what they have bought in the past and any issues they have had.
  5. Celebrate them – Give a human touch to your brand by interacting with your customers’ experiences and achievements. Celebrate their moments with them, and, thank them for patronizing you.

In conclusion, let them know that you are not just after their money, you sincerely want to make their lives easier. 93% of customers are liekly to make repeat purchases with companies who offer excellent customer service.

Ways to Disrupt Your Competition with Customer Service

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How do you stand out while disrupting your competitors during a competition, if not the entire industry? How can you be the most convenient company in the world? So, here are ways you can compete – and disrupt – your competition:

………..Stop comparing yourself to your competitors……………

………..Be amazing on social media……………….

…………Respond quickly to every customer inquiry or comment – A quick response time can make a customer say, “Wow!”

Other convenience principles will help you create loyalty and gain market share.

Reducing Friction

Reducing friction means making it easier for the customer to do business with you. Amazon does this really well on their website by making it easy find the item you want. If you’re already in their system, you’re done in just one click. To make reordering simple, they have created dash buttons for hundreds of different brands.

When you are running low on a staple item such as laundry detergent or toothpaste, you just push a button and it is delivered within a day or two. They’ve made it so convenient, you don’t even have to go to your computer anymore. With the Amazon Echo, you can ask it to do everything from place an order with Amazon to turn on your TV.

Consider what Uber did to the taxicab industry. If you want a cab, you have to call the cab company and wait for the taxi, with no idea when they would show up or what the ride was going to cost to you. Then you had to pay for it manually. Uber reduced all of that friction, saving you time and aggravation.

Self-Service

Panera is an example of how self-service can actually prove to be more convenient for the customer. Instead of standing in line at the counter to place an order, Panera provides the option for customers to order and pay for their meal at a kiosk. When you place your order at a kiosk you are given a pager, then you take your seat at an open table.

The tables have sensors built into them;  when your order is ready, you don’t have to get up because the server already knows where to find you.  You might think with these advancements they wouldn’t need as many people standing at the counters and supporting customers, but they’ve never eliminated employees. Instead, they’ve moved the people at the counter to food delivery, allowing those employees to better engage with the customer.

As a leader, this is how you retain customers during disruption

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The first thing you have to think about during a dispute is allow customers to talk. Allow angry customers to talk and express their feelings Read more