Everyone is different. Every customer experience has its own story to tell. What do you want your client’s story to say publicly about your brand? Some customers can brag about a continuous amazing experience about your business while others may not have such a glowing report.
It is dangerous to deliver customer service as if we were still in the 1980’s. The Customer experience has transcended into the 21st century and at a minimum, businesses should be following these three major trends.
Trend #1 – “Good” customer service simply is not “good” enough. According to Forrester Research, based on a 2014 customer experience index of consumer survey of thousands of people who do business with companies and asked about their experience…
Picture it: Your customer just walked out of your building and is met by a local newscaster who has placed a microphone at his mouth asking about the level of service he just received…what will he say?
“One of the things that I used to worry about is what my customers would say to my boss if he called them” a former banker once told me. Truthfully, you should feel confident about a call or a visit made to any of your customers by any level of management because you should know without a doubt that you have given them exceptional service at every turn.
Okay, so you know that without customers and proper branding you don’t have a business. If your business does not thrive, your livelihood can take a drastic negative turn. To differentiate your brand, you must go beyond colors, logos and other superficial elements to create a unique advantage in the mind of the consumer.
Consumers have strong expectations and need people to solve their problems quickly and accurately. Can your customers get real answers to tough questions about your product/service? Your business should make it clear that it is prepared to fulfill their needs.
During a recent conversation I had with a friend, she said, ““When I call a company (she gave me the name), most of the time I am dissatisfied and get angry about being put on hold for an inordinate amount of time. Then when someone comes on the line, I land up getting terrible service.” She said, “In some situations, when I contact them via email, it is even worse.”
When was the last time you walked into a brick and mortar establishment and were welcomed with genuine enthusiasm? Did the receptionist display authentic interest as she/he greeted you? Did they introduce themselves and ask your name?
