Companies commonly promise to go above and beyond their customer's needs, but how many actually follow through?
76% of consumers confirm that customer service is the true test of how much a company values them.
The truth is, a third of Americans would rather clean a toilet than interact with a customer service representative.
That is over 100 million clients that are currently unhappy with the way customer service is truly handled.
That is too many customers that were over promised and undelivered and over $41 billion of lost revenue and profit.
The fact that it takes about 12 positive customer experiences to make up for a negative one, calls for us to provide a memorable experience every single time we interact with someone.
I know, it sounds exhausting, but when your purpose is to help others rather than to make money, you will find that it becomes a habit and a desire to serve others.
Empower Your Representatives
A memorable customer service experience starts from within. It starts with your team.
If your team is not well trained or allowed to execute simple tasks, it frustrates clients and prolongs the interaction.
- Close to 80% of Americans rank valuing their time as one of the main factors that contributes to a great customer service experience.
- Over 60% of Americans felt that their issue did not get resolved because their representative didn't have the resources to help.
- Over 30% believe that the representative they contacted was poorly trained and wasn't empowered to help.
There's a huge gap that needs to be filled here so companies can start creating great experiences for customers. The very foundation of customer services starts with how well you equip your team, and how well you execute your company's purpose.
Keep The Human Touch
Not long ago was the concept of having robots and automation in business a mere idea. Now, it's truer than ever before.
While many thought it would be a great way to move us forward (and it is), the human touch is still a necessity.
Seeking for help or being on the quest for answers is a frustrating process when you have to go through endless voice mail trees, and hit all the buttons on your screen, so you can try to get help. The worst part is, usually the automation process takes too long and doesn't help clients with what they need.
It's called "customer service."
A robot can't go the extra mile to service your customer like a representative can.
Clients need to hear a human voice.
- A recent Gallup survey confirmed that customers were nine times for satisfied when they reached an empathetic representative.
- 60% of customers rather have someone over the phone than a "click-to-call" support automation.
- The Harvard Review also reported that the #1 most important factor in a customer's loyalty is reducing their efforts. Many times, an answering machine or a voice mail tree is not reducing their efforts.
Make It Your Focus
A big reason why companies do not excel in delivering the great customer service they promise is because they depend on a few instances to go "above and beyond."
We've heard of instances like Morton's Steakhouse rushing to the airport to give a meal to a hungry client and Samsung sending out a custom Galaxy phone to one if its users. These are extremely amazing examples of making your customers feel valued.
What has a much deeper impact is this: instead of having a few great customer service highlights, make it your area of focus every time.
The little details and efforts you make from client to client contributes to a longer lasting memorable experience.
Although they don't ask for it, clients seek recognition.
70% of buying experiences are based on how the customer feels they are being treated.
Provide Excellent Customer Experience By:
- Remembering their names
- Aiming to know more about them
- Anticipating their needs
- Paying attention to details
- Truly listening to their concerns
- Sending appreciation notes/gift
- Apologizing when you are wrong
- Making their experience effortless
The compounding effect of these little acts may seem insignificant, but it is extremely powerful for a long-term effect.