Most customers will leave your brand if you don’t give legendary service.
It’s simple. The quality of a company’s customer service will impact revenue. Offer gold standard experiences and revenue will increase. Deliver consistently poor service, revenues will not only decrease but there’s a good chance the company will go under.
Surprisingly, what matters most in service may not be what you think. Research shows more than anything, customers want to be seen, heard, respected, and have their problems resolved with laser precision and quickness. They don’t like repeating themselves either!
Dimensional Research, a market research company, revealed that 69% of consumers attributed their good experience to quick problem resolution, while 72% were irritated with having to explain their problem to multiple employees.
Follow these time-tested solutions in order to take your customer service from ordinary to legendary:
- A Powerful Support Team – Every employee is responsible for delivering gold standard service. Managers are the glue that hold the company together. They’re responsible for encouraging, training, and motivating all members of the team.
- Purpose and Values – Ensure all employees (a) are on board with the company’s vision to serve (b) have a sense of strength and solidarity for the company’s success.
- Recognition and Appreciation – Give the team positive feedback and recognition in order to build esteem and enhance a feeling of value and accomplishment. This will build morale and create happy employees who will deliver exceptional service.
- Journey to High Performance – You want team members who are committed to being great, who think in terms of “we” rather than “you”, “I”, and “me”. You want a team that will anticipate client needs and deliver ultimate luxe.
Strive for Michelin star ratings. Give such personal and detailed attention as to make clients feel as though they’re the only customers on your books. And above all…
Make it a great day!
Customer service delivery has become more complex thanks to a global pandemic. It is the customer who has leveraged control and has demanded a positive experience, not the company.
Nearly overnight, the COVID-19 pandemic elevated the importance of delivering fast and accurate digital experiences to customers who found themselves cut off from conventional ways of doing business.
According to a global study by ESI ThoughtLab and ServiceNow, a measly 27% of companies have transitioned from recruiting underperforming in-house talent to high-efficiency automated systems in order to deliver top drawer customer experiences (CX).
So, what’s at stake? Profitability. As you answer the five questions listed below, consider whether your responses match what’s in your pandemic plan, company core values, mission statement, and corporate culture philosophy:
- Has your team developed skills to create a digital customer experience (CX)?
- Have you identified the touchpoint that matters to your customers?
- Has your team aligned its objectives & key results (OKRs) with CX?
- Has your company consolidated data into a single customer view?
- How much progress has your team made toward providing a personalized CX (creating personas specific client demographics)?
The largest returns from CX initiatives come from positioning the right people, processes, and technologies in the right departments to deliver a superior experience time after time. According to ESI ThoughtLab and ServiceNow, almost 50% of global leaders reported a moderate to large ROI due to maintaining an efficient and personalized CX platform, versus only 22% for others.
You may have already implemented the necessary safety measures to protect employees and clients from further complications of COVID-19 and future disasters; however, it is also important to know that protecting and growing your small business is about finding ways to anticipate the needs of your clients and to deliver superior service with laser precision. Trailblazers constantly search for ways to implement state-of-the-art safety and delivery systems that will benefit both clients and employees as well as local and global supply chains.
Remember, clients are your “why”. Show them that you are in this for them and with them.
Make it a great day.
How to Attract Generation Z Talent
Generation Z is bombarded with online information at all times so companies need be sure that job postings capture and keep their attention. Job postings should be short, engaging, and mobile friendly. Adding short video on YouTube, Instagram, or Facebook that tells them about life at your company will grab their attention and prompt them to look closer at your company.
Here are three more ideas on how to attract qualified Gen Z prospects:
1) Provide growth opportunities. Dog-friendly offices and daily free lunches are not the magnet for Gen Z as it is with Millennials. Financial incentives and career advancements are the ticket that will draw them. In fact, according to LinkedIn, almost 60% of Gen Zers want to learn professional skills in order to make more money. They cite Entelo, a recruitment software company, as awarding all of its employee $1,000 each year to spend on continuing education and professional development
2) Gen Z expects workplace technology to be state-of-the-art and operate with optimal speed. According to Dell Technologies, 80% of Gen Z students aspire to work with cutting edge technology and 91% say technology would influence their job choice.
As artificial intelligence (AI) continues to invade our daily lives, workplaces need to determine how to keep up and make use the skills that young digital natives (Gen Z) possess.
3) Champion their independence and entrepreneurial spirit. According to ServiceNow, Gen Zers want:
Professional growth/learning opportunities: 37%
- Interesting and relevant work: 29%
- Remote work location/flexible work schedule: 25%
- Job security: 25%
- Worklife balance: 23%
- Reputation of the company as a great place to work: 23%
Keep in mind that Gen Z embraces, authenticity, truthfulness, and empathy…all the more reason that the foundation of your corporate culture and core values should be based on inclusion and belonging.
Make it a great day.
Photo Provided by Pixaby
The days of companies relying on the customer service department to manage every complaint and challenge are all but completely gone. Businesses are most effective when employees in every department have the same facts on hand to solve problems quickly and efficiently and to do it accurately on initial contact. Doing so will reduce irritation and foster a healthier business/client relationship (I think we all know that transferring clients from one department to the next only exacerbates the problem).
Let’s be honest, it’s all about management and employees working in sync and keeping the lines of communication open and silos torn down.
As a side note, I’d like you to consider this thought: when asking, “How was the service?” and the client says, “Fine”, you may have a problem on your hands. “Fine” can mean, “The service was on point” or it could mean “I’m never going to return to your store”. On the internet I found a funny phrase on posters and quote boards that support my claim that the word “fine” has a double meaning. It says, “Fine is not fine! The scale goes Great, Good, Okay, Not Okay, I Hate You, Fine!”.
Read more →
Photo Provided by Pixaby
Adapting to seemingly ever-changing client whims is no different from adapting to life challenges in general. Successful business owners accept inevitable changes—they quickly adapt and, when necessary, re-evaluate their brand, product, service, strengths, weaknesses, threats, and opportunities. Adjustments are a fact of life and a certainty in business.
Sharing a few thoughts:
– Know your industry better that anyone. It’s up to you to manage customers’ expectations. In other words, it’s your job to showcase the company’s value proposition and to make it so memorable that consumers will know exactly what your business offers and how it is different from the competition. In the busy online and brick-and-mortar marketplace, make sure your business has a trait that is worth remembering, pursuing, and buying. Read more →