- With ever-evolving technologies, customer requests are drastically turning into demands due to multiple options they can access
- Exceptional customer service is a must have as masses are competing for customers' attention
- This customer week, we give you 6R's which can help you enhance the value you offer to your customers
"He profits most, who serves best." ~ Arthur F. Sheldon, Rotary.
This is something which most of the emerging business enterprises somehow fail to consider. Customers are as important as your trustworthy employees. Both are the pillars for sustaining any business today. Also, with each customer comes expectations and fulfilling those up to their satisfaction is what we call customer service. Great customer service is the heart of any exceptional enterprise today.
Ask yourself- who will use your product? Your customers.
Customers are the ones who inspire you to extemporize each passing day. Therefore, to minimize customer efforts and maximize customer value, it is a good idea to put yourself in the customer's shoes.
The six R's:
Brussels Airlines have been showcasing their wonderful customer service through a commercial, making it relatable over the years. 15 years ago a boy was born and Brussels Airlines decided to communicate this message to Mr. Smith while he’s just boarded the flight. Again now, after 15 years they wished that boy – who has grown up now – a happy birthday. Here's how:
Going that extra smile is unparalleled. Starting a healthy relationship with your customers is easy. What requires efforts is nurturing it in the long run.
Safeguarding customer relationships is a must to keep them glued to you. To achieve this, just serving customers, won't be enough. Exceeding customer expectations and attaining exceptional customer service is something you should aim at.
To deliver awesomeness, it's important to first understand what exactly does your customer need, instead of just delivering customer service as a vocation.
If your customers feel that you are making an effort to understand their needs well and maintain a trusting long-term relationship, they'll be more likely to stay for long spans. Delivering great customer experience is the top priority, so give your customers reasons to know you – they really deserve it!
2. Raising Customer Engagement
Serving your customers well should be your prime focus. Hear from them on a regular basis. This creates a scope of continuously enhancing your product as per their requirements.
Keeping your customers engaged makes you understand all those areas of improvisations which you may have never come across. If you never engage them in what you are doing, you would never understand their expectations of you. Taking inputs from your customer to upgrade the product is significant because, after all, they'll be the ones exploiting even the finer changes.
Engaging customers help you break all bars of product excellence through their timely involvement.
Every feedback from your dear customers can light up your day and motivate you to a different level altogether.
Customers may approach you through multiple channels like chats, emails, calls or texts and you should be ever ready to help. Olive Huang, research vice president at Gartner says, "By 2021, 15% of all customer service interactions will be completely handled by artificial intelligence, an increase of 400% from 2017."
Accelerating the response times during every association with your customer is one of the major aspects you should consider. ThinkOwl is a great customer service software powered by AI. Give it a whirl today.
Acquiring new customers is never as difficult as retaining old ones. These are the ones who are already using your product and are well aware of it in and out.
In case, they encounter any loopholes in the product, they may shift to your competitors. Thus, retaining them might be tough at times. Your persistent customer service could be a savior.
Developing trustworthy relationships with your customers doesn't leave them skeptical. This not only saves time convincing them to hang in but also helps them stay for longer. Your customers support you morally when they understand that you are doing every bit to match up to their expectations.
4. Reduced employee turnover rate
Everybody loves a fair show. If you appreciate your employees' timely efforts and treat your customers right, people stick with you through thick and thin. This leads to reduced employee turnover rates.
After all, a business is of the people, by the people and for the people. People may be your employees, your customers or you, yourself. Serve them well, and let them serve you well. Remember, karma bides it's time. What goes around, comes around.
For instance, the company with the longest average retention is Facebook, where employees spend around two years. They enjoy laundry services, free bikes, onsite dietitians, gym, shuttle services to HQ, child care stipend, and free housing for interns.
There are many products in the market fighting for your customers' attention. What should make you distinct is the way you serve your customer.
Customers may fail to recall the organization that developed a particular product, they may also forget the product details, but they do remember the person who last made them feel good through their customer service. Customers tend to share their experiences with their family and friends. They also give online reviews about their experience and recommend it to others.
Forbes states that 90% of customers read online recommendations before visiting a business. 74% of consumers say that positive reviews make them trust a local business more.
Positive recommendations might open up a gamut of new opportunities for your business.
6. Reduced business failures
Customers are the driving energy for any business. Customer satisfaction, therefore, implies that the business is moving towards sustainability.
Retaining old customers, building and safeguarding relationships gradually strengthens your business and, in the long run, reduces business failures. Customers not only support you to grow but also help you sustain it. Customers, thus maintain a proper business ecosystem.
To conclude, exceptional customer service is the only way to achieve these 6R's. If you pamper your customers and employees well, they eventually become your brand evangelists.
After all, it's all about serving more and gaining more.