Today, our customers have many ways to reach us to request service or buy our products and services. The upsurge in social media usage and number of sites available to reach us has made it easier for our customers to provide us feedback. What it has done is enhance the bar, raise our customers’expectations while they relate solely to response time, how quickly we react to their needs, questions, issues and concerns. We can manage the client experience, no matter how we communicate using them, by creating and implementing a customer service plan aligned with this business management and growth plans.
Inside their seminal article on the hyperlink between service and profit, “Putting the Service-Profit Chain to Work”, the Harvard Business Review authors found a five percent upsurge in customer loyalty gets the potential to provide a gain increase of anywhere between twenty-five and eighty-five percent. That is significant. Why wouldn’t every organization seek to create a customer service plan and procedure that increased their profit? The firms cited by these authors could increase their profits, not just by improving the amount of customer service they provided, but by improving the amount of loyal customers they serve. Telus webmail outage They try this by carefully selecting their customers, understanding and meeting these customers’individual needs and interests, and; often engaging these customers in delivery of the product or service. And they organize themselves into cross-functional teams where team members understand the purpose of the business, practice behaviours and implement actions necessary to keep customers loyal. This’ownership mentality’encourages team members to create relationships with the selected customers and treat them as their particular customers.
Bain and Company, inside their assist Fred Reichheld’s concepts in his book “The Ultimate Question 2.0”, developed and implemented The Net Promoter System to measure customer satisfaction. The outcome of the case studies show traditional customer care measurement tools don’t deliver because the outcomes may not make it back to the leading line employees in a timely fashion. These studies also identified that companies won’t be able to… “achieve or sustain high customer loyalty without a cadre of engaged employees.”
So how can we, as business leaders and managers, develop a better customer service experience? So what can we take from the study shared by the Harvard Business Review authors and Bain and Company researchers that will help us to enhance our customer relationships and build customer loyalty?
We can try this by building a customer service plan, a customer service plan that is an integral section of our business plan where we identify the client market we must develop to increase loyalty and drive up profits.
We’ve conducted our personal research on customer service excellence with thirty Canadian organizations and, consequently of this research, we created the’Customer Satisfaction Practices Continuum’- a design for evaluating the client service degree of the business (or any unit within an organization). This continuum outlines five stages for evaluation, each stage has three components – customer focus, measurement and environment. By completing the assessment, an organization can quickly assess their position on the continuum and decide if, they want to implement the required actions to maneuver to another location, more efficient stage. This allows business leaders and managers to balance customer service with profitability and build a customer service plan aligned making use of their business direction and goals with the amount of customer service they think is appropriate. Building customer loyalty could be expensive if investment in methods and action plans outstrips anticipated revenue. Customer support excellence isn’t about meeting every customer need but alternatively identifying those customers with whom we are able to build a connection and providing our employees with the data, tools, processes and systems they need to continue steadily to nurture these relationships. This can lead to customer referrals, the most effective and most inexpensive method of all.Read More