Customer experience is becoming more and more important for companies over the years. The reason is, it has become the key differentiator.
Some 15 to 20 years ago the main goal targeted by most businesses in order to gain an advantage in the market was to design cost-effective procedures and create products quickly and efficiently. Affordability of products was the key differentiator.
When this goal was reached and the market was flooded with the multitude of products differing little in features and price, companies needed a new way to stand out from the crowd.
Today, when customers are bombarded with offers, they are making their buying choices based on, almost solely, the level of customer experience they receive from a company. >>>
Holiday revenue can account for 20-40% of a retailer’s annual sales, according to NRF. That’s why online and omni-channel retailers have every reason to work hard to prepare for the holiday season.
Perhaps, it is understandable that one in four retailers names sales, revenue, profit and conversions as a top business priority during the holiday season. However, it is those 27% of retailers who cite improved customer experience as their top priority who are truly on right path to achieving their business goal of high revenue.
The landscape of customer preferences is changing every year. What strategy to choose and where to focus your effort to meet customer expectations of this holiday season? >>>
Today probably every business is sufficiently aware of the importance of social media for customer service. Report by Parature shows us that 33% of consumers confirm they have used social media to ask a customer service question at least once and 18% use social media as a customer service channel on regular basis.
Just these facts alone are enough for companies to start giving basic attention to the quality of their social customer care.
However, other stats showing how big an impact those small number of customers reaching out via social media (compared to other, traditional customer service channels) have on the brand’s image, reputation and in the end, sales volume, become even stronger motivation to put in time and effort into the development of social customer care. >>>
We are all dreaming of some perfect destination in our lives, in our businesses, in our relationships. A place which we could call home, where we can relax and savor each moment of existence. Does it exist? I feel that it does.
In my perception this place is very magical. It is a state of perfect balance where, once you reach it, everything gets taken care by itself, one element enabling and supporting the functioning of another and where everything is interconnected and interrelated. It is one whole self-sufficient entity. And because it does not need support from the outside, it is joyful, it is abiding in a state of nirvana.
How to reach this bountiful state? Whether we are talking about customer service or any other aspect of life, the first step in that direction is to recognize the fact the some things are out of balance now. Seeing clearly the dysfunction of the current state is the most important aspect of a journey back to a balanced state. >>>
If you are offering live chat support on your website, you probably know that sometimes your support agents have to answer sales questions. You may even have a separate sales department if you are a larger business. Contrary to the common belief that live chat is mostly good for support, many companies are successfully utilizing it for sales also.
Are your agents qualified to answer sales questions? Do they know the specifics of the live chat tool which could help them to make a better product or service presentation to clients?
Below are my 5 tips on how to structure and polish your sales presentation offered in the environment of online chat. >>>
Rumi, the ancient Sufi mystic and poet, used to write: “If you desire healing, let yourself fall ill, let yourself fall ill”. I like this quote. In my understanding, it means that in order to experience true health, which is our natural state, we need to undergo a certain cleaning. We need to remove things which don’t belong to the natural state, which become barriers to our experiencing it.
I think this wisdom can be applied to all aspects of our life. When I try to apply it to my work and my aspiration to create a perfect customer experience, I realize that a perfect experience doesn’t need to be created. More often than not, to make our customers happy we just need to remove things which stand in the way of effective and positive communication between us as companies and our clients. In a way, it could also be called a cleaning process, or healing process. And the first step is, to recognize these barriers which obstruct the ideal experience, or to let yourself as a company fall ill, which means allowing space for mistakes and for their recognition. >>>
How to increase customer satisfaction? Probably every business is asking this question at a certain stage of their existence. There are so many tips online on how to boost customer satisfaction that sometimes one can get lost in the flood of information.
What if we try to look at this question scientifically?
Recent CX Act research 2015 “Omni-Channel Customer Care Study” revealed that there are 3 most important drivers of customer satisfaction. At least now we have something to focus on and prioritize our efforts. Let’s look at each one of them. >>>
Limitations offer the biggest challenges to us, but at the same time they are the best boosters of creativity and inspiration. We all know that a distinguishing feature of almost every small business is their limited resources. There are not enough people, not enough budget to implement great ideas and purchase professional customer service tools.
How to function well under limitations? The key is to transform your customer service so that all existing resources are used with maximum efficiency. This will require some thinking and creativity from you. Every company will for sure have their own approach to this and will develop unique methods of overcoming the problem of limited resources. >>>
There are many talks around what companies should do to create happy customers. I suggest that we as customers share this responsibility with companies. To a great extent it is in our power to have positive customer experience wherever we go and whatever we purchase. So what should we do for that?
If you observe your previous customer experience, you will probably agree with me that in general there are two reasons your happiness as a customer fails – either you are unhappy with the product that you have purchased, or you are unhappy with the service the company provided to you.
There are remedies for each type of failure. By paying attention to a few things below, you can minimize the risk of ending up an unhappy customer. >>>
Many online companies add live chat support to their websites as a means to offer quick and efficient customer service and increase customer engagement. Not many though recognize the value of live chat in creating customer trust.
Perhaps only few website owners question themselves, how adding live chat support can help them build greater trust with clients. At the same time, most of us are aware of the damaging effect that this tool can cause to company’s reputation and customers’ trust when it is being left unattended or mismanaged.
Most of us at least once faced a situation when we were hopelessly trying to contact live chat support of a certain company and we either were made to wait for too long, or our call was ignored, or advertised 24/7 support stayed offline for days and weeks. This experience of course did not fail to shake our trust in the company’s credibility and responsibility before their customers. >>>