Photo provided by Pixaby
When was the last time you took the role of your customer to see what they experience when they call your company or visit your online or brick and mortar sites? Why not perform a customer service check up on your organization? Start by calling your customer service line. How many prompts did you have to follow before your question was answered or before you could speak with a “live” customer service representative? How long did it take? Was it a frustrating experience?
What better way to showcase your employees and how much customers appreciate the way they deliver amazing customer service than by creating a separate company twitter account that allows customers to sing their praises in 140 characters or less!
Creating a separate Twitter account gives customers a platform to compliment your staff on a job well done AND it completes the emotional circle of the customer experience.
So….what’s the “emotional circle of the customer experience”?
Photo courtesy of Pixaby
Everybody wants a winning hand in card games—let’s face it…they want to WIN not lose!!
Customers also want a winning hand. They love it when you ask pertinent questions that help them make decisions before buying your products and services. They want to feel good about their purchases (no buyer’s remorse!).
Successful organizations make it clear to all of their employees that they are on a winning team. They believe in the efficacy of the customer experience and understand how to deliver exceptional service to every prospect, customer, client, co-worker, patient, student, passenger (you get the idea!!).
Photo courtesy of Pixaby
When you are not getting the results you envisioned for your business, begin by talking with and teaching your team about the importance of customer engagement. What is customer engagement? Simply put, it is the connection a business makes with its customers via various communication channels online or offline; understanding how to measure customer service and accurately interpret data derived from metrics for the purpose of delivering amazing customer experiences on a consistent basis. Higher degrees of customer engagement means a deeper commitment of time given to customers and emotions invested in them.
How do you know if you have successfully engaged your customers?
Photo Provided by Pixaby
Summertime!!! It’s the favorite season for millions of people.
It seems that people are more cheerful when the weather is warm–the sun is bright and picnics fill the parks with laughter, food and games! Almost everyone is wearing loud fun colors that seemingly put them in happier moods. Some people say they are more active during the summer months so they feel less guilty about overindulging their appetites.
I say, get on board with your clients’ happy moods. Find out more about them and their families. Ask them if they feel they’re getting the service they deserve at your company. If they are not, ask them to be specific about what makes them dissatisfied. Listen with intention…then tell them how you will take steps take to improve the service AND FOLLOW UP WITH THEM within a reasonable timeframe to let them know what you and your team have done to correct the problem(s).
