NEW !! Guide to Delighting Customers
What is your measure of customer satisfaction ? Is it repeat business, is it the odd survey or someone saying something good about you.
If you are a local shop or business, do your customers come back because you are convenient rather than for your customer service ? How do you know ?
Similarly do you measure the demographics and geographics of your business reach. Are you reaching local communities only or are you achieving wider recognition. Are people travelling a distance to your place of business or ordering online from far off places ?
This is where you are making more of an impact because you are creating a level of trust and confidence in your business, that people will travel or consider distance ordering because you have something compelling.
Customer service for many a business is secondary to sales, yet it is this which will maintain and grow customer loyalty. Sure sales growth might be down to good sales people but I suspect a lot more has to do with the service which ultimately builds your brand !
Customer service is more than a smilimg face , it is integrity, quality, trust and understanding.
Customers will trust a business which shows integrity.
Customers will buy from a business which provides quality.
Both of these lead to trust in who they are dealing with and in what they are buying.
Understanding is the real pinnacle of customer service. To really be in touch with your clients you need to engage with them.
Create a portal for them to give feedback on the service experience. Entice with special offer or gift.
Put up advertising media in your premises or on your website- customer quotes or even short videos using real customers giving feedback and importantly how you have responded to that.
Be attentive to client needs without being in their face. Especially in shops customers like to browse- let them. Don't follow them around but make sure staff are close enough to catch their eye when they need help.
On websites don't obliterate the browising experience with all sorts of flying special offer and join us banners ! Let them enjoy the experience and let them navigate to a simple option should they wish to follow up.
Understand your competition and what they are doing, why do customers go to them over you. Really get under the skin of their service offering.
Attitude and environment are also important. Make sure your people live the qualities of the brand and importantly reflect the values. If you give value statements to customers and don't demonstrate these then you are scoring an own goal because they will quote any failures right back. If you can't stand by your business values would you expect anyone to buy from you ?
Create the right environment. Stock em high buy them cheap businesses don't need to worry so much about this but if you are selling premium, then people want to know that has been cared for, that it's in an environment where it's been looked after. As such don't just stick it in a bag and hand it over. Make sure the presentation reflects a quality purchase.
Don't forget a good looking parcel being waved about at the end of someone's arm with your brand on the side is your mobile advertising board. It needs to look the part.
Always, no matter what the medium of sale, ensure there is a route to a voice. Someone that any issues can be resolved with. Don't over-use technology - it may keep your costs down but what use is that when no one buys because of the service !!
If you are a local shop or business, do your customers come back because you are convenient rather than for your customer service ? How do you know ?
Similarly do you measure the demographics and geographics of your business reach. Are you reaching local communities only or are you achieving wider recognition. Are people travelling a distance to your place of business or ordering online from far off places ?
This is where you are making more of an impact because you are creating a level of trust and confidence in your business, that people will travel or consider distance ordering because you have something compelling.
Customer service for many a business is secondary to sales, yet it is this which will maintain and grow customer loyalty. Sure sales growth might be down to good sales people but I suspect a lot more has to do with the service which ultimately builds your brand !
Customer service is more than a smilimg face , it is integrity, quality, trust and understanding.
Customers will trust a business which shows integrity.
Customers will buy from a business which provides quality.
Both of these lead to trust in who they are dealing with and in what they are buying.
Understanding is the real pinnacle of customer service. To really be in touch with your clients you need to engage with them.
Create a portal for them to give feedback on the service experience. Entice with special offer or gift.
Put up advertising media in your premises or on your website- customer quotes or even short videos using real customers giving feedback and importantly how you have responded to that.
Be attentive to client needs without being in their face. Especially in shops customers like to browse- let them. Don't follow them around but make sure staff are close enough to catch their eye when they need help.
On websites don't obliterate the browising experience with all sorts of flying special offer and join us banners ! Let them enjoy the experience and let them navigate to a simple option should they wish to follow up.
Understand your competition and what they are doing, why do customers go to them over you. Really get under the skin of their service offering.
Attitude and environment are also important. Make sure your people live the qualities of the brand and importantly reflect the values. If you give value statements to customers and don't demonstrate these then you are scoring an own goal because they will quote any failures right back. If you can't stand by your business values would you expect anyone to buy from you ?
Create the right environment. Stock em high buy them cheap businesses don't need to worry so much about this but if you are selling premium, then people want to know that has been cared for, that it's in an environment where it's been looked after. As such don't just stick it in a bag and hand it over. Make sure the presentation reflects a quality purchase.
Don't forget a good looking parcel being waved about at the end of someone's arm with your brand on the side is your mobile advertising board. It needs to look the part.
Always, no matter what the medium of sale, ensure there is a route to a voice. Someone that any issues can be resolved with. Don't over-use technology - it may keep your costs down but what use is that when no one buys because of the service !!
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