In spite of all the tech advancements available for businesses today, many still operate under the presumption that their customers prefer the “good old days” of picking up the phone and relying on a human agent for all their customer support needs. While there will always be place for phone in customer service, in reality the majority of customers don’t really want to go back to the “good old days” and call you to get their questions answered.
The infographic below provides some impressive stats drawn from various researches proving that self-service, online chat and social media are becoming the preferred customer support channels for a growing number of consumers. It’s no wonder that customers all over the world increasingly leverage these channels for customer service, as they allow them to get quick, accurate and relevant answers with no need to being put on hold or having to deal with unfriendly agents. >>>
The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customer loyalty and generate more sales. Very often though, we unknowingly create barriers that discourage customers from doing business with us, sometimes simply because we don’t realize they exist.
Assuming that your products or services are absolutely great, do you know what can drive your customers away and prevent you from building long-lasting relationships with them? >>>
Gone are the days when we didn’t need to worry about using social media for customer support. But today, it’s not even a question. According to the Sprout Social report 90% of people surveyed have used social media in some way to communicate directly with a brand. The bad news is that brands reply to just 11% of people leaving the majority of inquiries ignored. It means that most businesses continue to use social media as a promotional marketing tool instead of a two-way customer communication channel.
In fact social media has already become the preferred customer service channel for millennials, and it is growing in popularity for older groups too. What’s more, whenever people turn to social for customer support, they want a response much faster than most organizations are either willing or able to provide. The same survey found that the average time it takes brands to respond to a social media message is 10 hours, though most people consider under 4 hours reasonable. >>>
Employee burnout can occur at every level of an organization – from top to bottom, and it’s especially commonly found among customer service people who have to deal with dissatisfied customers almost on a daily basis. It can come about as the result of stress, low morale, poor management, bad working conditions or simply having too much to do and not enough time to do it.
Burnout causes plenty of problems for businesses and leads to high job turnover, lower productivity and decreased engagement. Obviously, burned out employees provide less-than-stellar service to customers they come in contact with. And what’s more, whether it’s the cost of hiring or training new people, or improving poorly done job, burnout can eventually add up to financial loss for your company. >>>
Highly engaged employees make the customer experience. Disengaged employees break it. – Timothy R. Clark
Are your employees passionate about their jobs and committed to contribute to your company’s goals? If not, you may be facing an employee engagement gap that can have a negative effect on productivity, retention, customer service levels and customer experience.
In fact, employee disengagement is a bigger problem than most employers realize. According to the Gallup studies only 32% of employees in the U.S. are engaged, worldwide this number is as little as 13%. Gallup also found that poor engagement at work can cost the U.S. anywhere from $450 billion to $550 billion per year. >>>
In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. Being able to recognize and adjust to these new dynamics is absolutely vital in acquiring and retaining customers. While failure to address the changing consumer needs can put your business at risk.
Consumers are mobile and self-reliant: they are talking, texting, browsing, chatting and tweeting more than ever. Their lifestyles demand fast and convenient access to information anytime, anywhere. And, not surprisingly, they will no longer tolerate poor customer service. In fact, 72% of consumers already stopped doing business with a company because of a bad service experience. >>>
All businesses, even the most successful ones, will have unsatisfied customers every once in a while. But most of unhappy customers actually never bother to complain. They simply leave and switch to competitors without even letting you know when and how your company failed to meet their expectations. On the bright side, statistics says that 95% of those who complain, are ready to give you a second chance, if you manage to handle their initial complaint successfully and in a timely manner. So how to do it effectively and turn every complaint into a positive customer experience to win those customers over for life?
It’s all about the attitude
The key to successfully dealing with complaints is in the right attitude towards them. As simple as that. In fact, customer complaints should be embraced and seen as unsolicited feedback which is always a valuable source of information about your business. >>>
The world is rapidly changing, and so is customer service. If you think your business is offering outstanding service now, the truth is that with the ever changing customer expectations, what seems satisfactory today might simply be outdated within half year. Is your organization keeping up with the pace?
As customer service and customer experience have become key diffentiators for brands across all industries worldwide, it has never been more important to know as much as you can about your customers, their preferences and service expectations. In fact 75% of companies already recognize service as a competitive differentiator. >>>
No matter how hard we try we simply cannot please 100% of the people 100% of the time, that’s why customer complaints are inevitable in customer service. Whatever the problem might be, the way you address unhappy customers and handle their complaints can have a major impact on your company’s reputation.
Obviously, ignoring complaints and failing to resolve them can make your customers leave and spread negative word of mouth. On the bright side, 56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you. >>>
Millennials, also known as Generation Y, are among us and before you even know it, they will make up most of your customer base. Besides being the largest demographic in the marketplace, Millennials have greatly redefined the customer experience and continue to challenge businesses to keep up to their ever-changing expectations.
Accenture predicts that in the US by 2020 their retail spending is expected to hit $1.4 trillion per year, which is a huge share of the global spend. That’s why if you want to ensure a long life for your business, you simply can’t ignore this powerful generation. >>>