Service providers are always looking to upgrade their Customer Experience strategy.
The problem is the difference in expectations. While suppliers are often focused on new technologies, customers expect personalized, real-time communications, and transparency in the delivery of all services.
Customers are not only comparing you to the service of other companies in your industry but are also comparing you to any other service they experienced before. Unfortunately, this means that your customer experience may be compared to companies such as Airbnb, Uber, and Amazon. These five tips will help you stand out among the comparisons:
Simple and fast processes
Nowadays, customers want things to be as simple as is possible. Spreadsheets and time-wasting procedures that prolong customer wait time is not going to impress. Time is valuable, and the companies that don’t recognize this are in for an unfavorable comparison. Convenient communication and services, like digital signatures, credit card payment, SMS notifications, and interactive dialogue on a social network, are the attributes of excellent customer experience strategy.
Excellent knowledge is a big part of customer loyalty
Trust is the most important thing that a modern customer is looking for. One way to ensure that you are trustworthy in the eyes of a customer is to train your techs to be experts at handling customer services, rather than requiring that they follow a pre-scripted speech for every interaction. Finally, be sure that your team can offer solutions when they’re trying to help your customers, rather than having to refer to supervisors to get answers regularly.
While you can’t expect your team always to have the answer to everything, you can make sure they have access to the right information at all times. Provide a centralized database of data, which techs and reps can access anytime.
Digital channels
Customers want a convenient service that works best for their busy lifestyle, which is why digital channels such as websites, social media profiles, email addresses, and messenger apps.
Self-support options
Simple service and support systems must include self-support options, such as an online payment platform, appointment booking, and repair schedule. Modern customers are self-sufficient, and they don’t like to spend time waiting on the line to perform these basic actions.
Getting feedback
The only way to find out if your customer is satisfied with your company is to talk to the customer. The best way to get customer feedback is to keep your surveys and questionnaires under a couple of minutes. Very few people will take time out of their day to complete a survey at all, so be sure to make it easy for them. Also, try to send out the survey as soon as you can after the customer engages with your company. For example, the day after a service visit is the latest you should send a survey asking about the customer’s experience with that visit.
When you are getting all of this feedback, be sure that you get value out of the data. Find out what it was that prompted the feedback score. Even if you think you got a pretty good score, like an eight, always ask what could have bumped you up to a 10. And if you got a 10? Ask what it was that you did right, so you know for the future.
Follow these tips to achieve better customer satisfaction, and your company will soon be the new standard by which other companies are rated.
