In today's business landscape, simply presenting the best price is not the ultimate solution that catapults a business into instant success. Clients of present and future analyze various rating systems to assist in their decision-making process. Easy access to sites like Yelp, Bizrate, and Google have changed how consumers conduct business. A one star rating can greatly impact clients considering your services. Granted, most consumers understand and easily discount the one-off complaints and bad rating when the comments seem unreasonable. However, a long-line of complaints will greatly impact future business growth. As a result, customer satisfaction and quick resolution becomes key factors that measure the ability to attract and retain customers.
To be successful in today's technology advanced market, companies need to become service champions that surprise and delight their customers even after the initial contact. To go beyond expectations, technology to remain relevant and informed is readily available. However, at the base of the service industry, some core factors of service must be maintained to attract and retain customers. Below are some tips that help companies increase service awareness.
Personalize Interactions. A long-standing rule of good customer service is to know your client by using their name in all interactions. Yet, knowing your customer must go beyond the courtesy of using a client's name because this only meets customer expectations. To exceed beyond, a company must take the time to learn their client and document so others can also personalize their interactions. Below are the key indicators that separate traditional customer service from service champions that go beyond expectations.
Go beyond your commitments. Customers have certain expectations that revolve around promised made by the company. Service champions not only meet those expectations, they strive beyond the expected to delight their clients. For example, customers expect a company to provide service after the sale when something goes wrong. How an organization proceeds in meeting those needs will distinguish the bland from the extraordinary.
A company can never over-document client preferences that build a solid foundation. Having readily available access to customer preferences for anyone coming into contact with a client builds a quicker connection. This is especially important if the company is providing a long-time service or extended warranty. Conclusively, customers that encounter service champions are more likely to remain loyal to the company and refer additional business.