This article on Customer Service Culture was originally posted on neilpatel.com
How well do you know your customers?
It’s certainly a tough thing to evaluate.
Luckily, one fantastic tool we have in our arsenal for creating happy customers is research in social psychology. We also have data on company-customer interaction.
With these insights into the human mind and research studies on customer loyalty, we can more objectively approach questions like, “What makes a happy customer?”
Today, I’d like to discuss 10 such studies that reveal 10 things your customers WISH you knew about them.
Let’s get started…
When it comes to customer service, we all want to “get out” quickly and get back to our lives. Generally speaking, just about the only time customers are going to contact you is when they need help, so speed counts in getting them where they’d like to be.
A recent Gallup study reveals that when it comes to memorable service people tell their friends about, it’s more important that the service provided feels “thorough” and friendly, rather than quick. This was especially true for service in premium or prestigious markets, such as customer support at a bank.
Not only that, in a Customer Experience Report by RightNow, researchers found that the #1 reason customers would abandon a brand was due to poor quality and rude customer service, which were cited 18% more often than “slow or untimely service.”
The results seem clear: Good service trumps fast service every time, in both customer retention and satisfaction.
It’s important that your business (and those you hire) focus on providing memorable, competent, and knowledgeable service with a smile.
Timely service is important, but customers are much more likely to remember brands that went above and beyond to solve their problems over brands that got them out the door quickly.
There are certain things that customers are just flat out better at than you, and one of the things they can be quite good at is understanding their peers’ needs.
This is certainly true in some instances, as it can be rewarding for brands to give their customers things they didn’t know they needed before they even ask (iPod anyone?).
Research says customers DO know what they want in many situations.
In fact, a study from the Institute of Management Sciences (headed by MIT’s Eric von Hippel) paints a very interesting picture of just how important customer input is in the success of many businesses.
The crucial conclusions of the study were as follows:
… continue reading here.
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