Customer service could become your competitive advantage
While you have no control over the economy, you do have control over your customer service. More and more businesses realise the importance of customer service. This should move you to make customer service your competitive advantage. It’s not hard to have a conversation that includes the state of the economy, but customer experiences tend to take second place. What you do have control of is your attitude to excellence in customer service as a competitive advantage. Is it time to upgrade your customer’s experiences with your business? Be able to articulate your purpose clearly, and identify alignments and misalignments with your customers.
Why not look at delivering consistent, personalised customer experiences, which could be your bridge to future profits and growth? Help customer service to deliver an easy road and better customer experience. This is where the business magic happens. You might not remember how much you paid for your last purchase, but you will more than likely remember the experience. So make it a habit of setting out every day to delight your customers by improving delivery, lowering prices, taking the time to listen, whatever it takes.
Playing the devil’s advocate has been found to increase people’s resolve in their decision making, not hinder it. So be your own devil’s advocate and back up typical objections with solutions that will dismiss your customer’s apprehensions.
Customer service should be included in your primary objectives.
You may have the best product, with the best price, being sold in the nicest premises, but these things only get you into business. It is your customer service that will keep you in business. So make customer service your competitive advantage. Look for innovative ways to improve your customer’s experiences. Improve your customer’s knowledge of your business and its products and services through ‘content marketing initiatives.
Do you have the capacity and capability rise to deal with the many frustrations and problems your customers may face daily? If you lack this control and just let things take their course, you are likely to have your customers pass you by when you need them most. You don’t have to have it all figured out to move forward with better customer service. Clean up your business and thrive, http://goo.gl/TqXnL3
Competitiveness in service should be a priority.
The market is so tight that for you to win, someone else has to lose. This is reason enough to bring the importance of good customer service to everyone’s attention. More than ever, you need to understand your customers’ frustrations and problems along with their wants and needs. First, your sales funnel needs to be analysed to identify sales drivers. Then, work on customer service that offers the best outcomes and the lowest-risk. When it comes to converting consumers, the secret can be as simple as understanding just what your buyers want and expect from your business.
We all know the adage “don’t sweat the small stuff” when managing our businesses. However, it can be the small stuff that matters when it comes to improving your customer’s experience. Things like a simple smile or think you can make all the difference. Can it even be a good idea to admit to your shortcomings? After all, it gives you a chance to highlight the positive things you are doing, and most people want to deal with the “real” you?
Admitting to shortcomings can show that you are still in control, despite your business faults. When blaming external forces, even if it happened to be true, you give reluctant customers a reason to view your business as not able to fix their problem. They may also view you as just be making excuses.
Technology can play a big role in modern customer service.
People manage adversity and change based on various factors, including embracing new information technology and communications (ITC). This is not to say you should embrace every innovation blindly. With the wide range of emerging technologies, it is vital to be open to the use of technology and the innovation it can unfold for your customer. It’s easy to overlook the possibilities technology offers if you don’t listen to customers and employees.
The customer experience (CX) covers the interaction between your organisation and your customers over the duration of their relationship with your business. This interaction includes customer attraction, awareness, discovery, cultivation, advocacy, purchasing and use of a service. It is measured by the individual’s experience at all points of contact against the individual’s expectations. The use of technology can considerably enhance the customer’s experience.
Unless your systems truly drive your customer service, you can’t expect long-term customers unless you first have long-term employees. When employee turnover is high, find ways to help them do their jobs with more efficient ITC. If you don’t, both employees and customers will continue to bypass you because of the lack of customer service needed.
If you look at everything that’s changing globally, technology is still by far the biggest change many businesses will go through. However, it’s no longer just about implementing technology for technology’s sake. It’s about delivering customer service on purpose and more effectively and efficiently. Understanding cloud, computing, mobility, big data, robotics and social media is good to start.
Improving customer service requires change
You can’t change your genetics, but you can change your attitude, environment, the people you listen to and the things you do. Customers feel instant gratification when they are rewarded for doing business with you. If you want to change the quality of your customer service, become action-oriented and just get started. A good place to start is to minimise disruptions for customers, http://goo.gl/nkELO1.
Perhaps the biggest change you could make is to make agility and adaptiveness part of your competitive advantage. Finally, don’t be afraid to label your customers. People like being part of groups that imply some superior quality or status level that meets their approval. Even when given an artificial reason, people tend to take action to feel they belong to an “elite” group of people where the experiences they like are in abundance.
Focus on reducing pain points and reframing the experiences and the value you offer. People today are addicted to instant gratification, and they become more apt to buy when they’re reminded that you can solve their problems quickly and without fuss. When consumers know you will reward them, they will be more anxious to buy your products.
“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else”. Sam Walton
“Your competitive advantage in customer service can be elevated when the issues are small, simply by changing your conversations”. Peter Sergeant