What’s the most important thing a business needs to do to improve relationships with their customers and keep them coming back for more? The answer is pretty obvious, and yet so often overlooked: providing a delightful customer service.
No matter how good your product may be, or how competent your customer service team is, the only thing that matters is how your customers feel about your company.
And the key to providing an exceptional customer service lies directly in the ability of your team to deliver a positive experience. If you are a customer service manager, you are probably aware that it’s your team that is the face of your company, and your customers’ experiences will be driven by the skill and quality of the support they receive.
As a customer service manager, it’s your ability to drive both customer satisfaction, and employee engagement, that defines your own success. Happy agents are more likely to go above and beyond while servicing your customers. And customers who feel they are cared for, are the ones that will return.
The bottom-line is that you can’t have delighted customers with disengaged, or even disgruntled employees. That’s where you need to start. >>>
A decade ago, our familiarity of AI was only restricted to the silver screen. But today, the scenario has changed completely. Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot, the technology is certainly pervasive. It has transformed forever the way we interact with our immediate surroundings. The most notable forms of AI an average user is familiar with are – SIRI, Google Now and Alexa skills. Although these are examples of narrow or non-thinking AI, the application acts as personal assistant to make our lives organized and better.
But what if AI could think, analyze, recommend and predict? What difference would that make to our lives? Well, chances are that it may be already making a difference. For instance, recently if you have contacted your insurance company or your broadband provider, there is a good possibility that you may have interacted with a Chatbot, instead of a human agent. AI is taking over customer service department in a big way. >>>
Despite the rise of social media, live chat services and chatbots, email is still one of the most commonly used communication channels for businesses and individuals all over the world. In 2017 alone, over 269 billion emails were sent every single day.
When it comes to your business, the chances are that you communicate with your customers using this traditional method. In fact, as many as 46% of customers will choose email as their preferred method of communication.
So, as a business, what emphasis do you place on making sure that these emails are of the highest quality? Thanks to the level of connectivity that we all share, thanks to the internet, your customers now expect the very best service possible. They want to feel special. They want to feel valued. They want to feel like you care about them as individuals. >>>
In any interaction, allowing another person to take the initiative and choose the terms of communication tends to empower them and enhance their experience. This is the main reason why customer self-service is so popular nowadays, as well as the main reason why it adds so much to the value of your brand. Aside from this, it is quite potent as a tool of reducing your company’s overhead, providing significant time-efficiency as well as allowing your customers to solve some of their issues on their own. Here are some examples.
1. Lower overhead costs
The greatest advantage of customer self-service is probably the fact that the self-checkout devices provide a much lower overhead than actual cashiers or operators. Sure, acquiring these machines is not cheap, yet, over the course of time, they are bound to save you a small fortune. >>>
Acquiring new customers is important, but retaining them is more profitable. In order for a business to survive, it needs money. To make money, you need customers. More specifically, you need happy and loyal customers. If your business focuses on customer satisfaction, it is more likely to keep these customers happy and returning.
Gaining a new customer is similar to making a new friend, as it is exciting and rewarding. Just because you’ve made a new friend, you wouldn’t ignore your old friends. The same applies with customers. The long-term customers add more value in the long run, than newer/single-deal customers. So, if we can keep a larger percentage of the long-term customers happy, we end up with more profitable and predictable customers. >>>
Whether you are a start-up company, regional SME or global corporation, chances are how you and your staff provide great service to your own customers is a process that has been carefully honed and refined. The customer care you provide should after all be your biggest USP as a brand, especially as super savvy consumers expect more from the companies they spend their hard earned cash with.
Nowadays you have more versatility than ever to deliver the very best customer care, but social media channels and live chat tools aside, content as customer service is becoming more important. In recent years, content marketing has become integral to the online profiles of organisations of all sizes and niches. Now, with the right strategy, you can use good content to engage, inform and even inspire your customer base, regardless of whether your aim is to attract new customers, retain existing ones or both. >>>
In the abundance of more or less similar products, customer service has become by far the most influential brand differentiator these days. According to the recent study, almost 90% of buyers are ready to pay more for a better customer experience, which proves the importance of this aspect of the business.
In such circumstances, companies are eager to find better methods to analyze customer service and this is exactly where data science steps in. By definition, big data represents large sets of information that may be analyzed computationally to reveal patterns, trends, and associations, especially relating to human behavior and interactions. In this article, we will show you 5 ways how big data improves customer service. >>>
As per an Accenture report, – only 23% of B2B companies achieve impressive returns on their customer experience investments. In addition to that, only 20% generate low or no return, indicating that an alarming 57% are not exactly benefitting from the CX strategies. This brings us to a very pertinent question- Does CX really matter in a B2B segment?
To begin with, a customer centric approach is the way forward and it is equally relevant in both B2B and B2C settings. Buyers are more informed, and they look forward to greater engagement and transparency. However, the approach, rationale and implementation of CX strategies vastly vary between the two domains. >>>
Client disputes are always damaging your reputation as a professional. No matter how you perceive it, when a negative review is attributed to your name will always have a negative impact on your career. However, conflict management is not a simple thing to attain, especially when we’re talking about highly important clients.
When these clients are important and also complex, which means that their perspectives and their unhappiness seem out of the place or complicated to consider, handling conflict in the most appropriate way might require some skills.
Conflicts are the roots of failure. You can have the best product, the best brand on the market, and you can be the best at what you do. However, absolutely no client will deal with you and your business in case they’re not emotionally satisfied with what you’re offering. >>>
New customer welcome letters have been utilized by many businesses that hold customer relations in high regard. It is considered as good customer relations, and it enhances personal relationships between business and their customers. Writing new customer welcome letters promotes friendly exchanges with the customer, and it sets the tone for subsequent communications with the customer. It also fosters customer engagement. When a business writes this letter, it manages the customer’s expectations and introduces them to what the business is going to offer in terms of products and services. All pertinent information that relates to the core business of the company is disclosed. >>>