Today, customer service is no longer a supplementary business function, over the last few years it has quickly become a competitive necessity rather than a competitive advantage. It actively impacts your businesses bottom line. In fact, according to research done by Accenture, almost 50% of customers would be willing to pay a higher price for products or services if they could also expect a higher level of customer service.
Bad customer service can cause:
All businesses will inevitably experience negative or bad customer service feedback at various stages during the lifespan of their company. As much as we all hope we could, it is impossible to ensure that our customers will be satisfied 100 percent of the time.
With accessibility to the Internet improving, it is much easier for a customer to share their negative experiences. Also many can see the negative complaints. The most important part of receiving negative feedback is how your business decides to handle it. React correctly and you may be able to diffuse the situation quickly. React badly and you can be sure that events will escalate further.
Metrics are very important because they allow us to quantify our results. However, not all metrics are useful, and some might be useful but are hard to interpret. So what makes a metric useful?
The easiest way to assertion if a metric is useful, or Smart, use the 3 “A’s”:
When morale within a company or for an individual becomes low or decreases, the employees’ focus shifts to self-preservation and fulfilling self-interests. The knock on effect on your business customer service is that employees no longer show a genuine interest in satisfying your clients’ needs.
Employees who are unhappy and have a lack of concern for the company tend to project those feelings onto a firm’s customers. Poor motivation and resentment in employees usually originates from feeling unappreciated by management
When an employee’s personal life is in turmoil or they have loss of control, they may exercise control, anger and negativity toward customers in an attempt to create control in that part of their life.
One of the solutions is to have clear communications with employees: If their personal life is affecting work performance, talk about it. Time off, offer access to talk with a professional or just offering listening support may prevent more serious problems.
According to survey done by Gartner, 89% of companies compete primarily on the basis of customer experience, up from just 36% in 2010. Customer experience is the most pressing mandate for marketers.
Although we all know that retaining customers costs less than attracting new ones, for some reason this isn’t being translated into business strategy. Increasing customer retention rates by 5% leads to on average an increase to profits by 25%, even as much as 95%! According to research done by Frederick Reichheld of Bain & Company.
Given the fact that on average it costs 5 times more to attract a new customer to your brand then nurturing the customers you already have its a no brainer to have a Customer Experience Strategy in place.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.