Make a Superior Customer Service Practical knowledge

Today, our customers have many ways to attain us to request service or buy our products and services. The escalation in social media usage and amount of sites available to attain us has made it easier for the customers to give us feedback. What it has done is raise the bar, raise our customers’expectations while they relate to response time, how quickly we answer their needs, questions, issues and concerns. We are able to manage the customer experience, irrespective of how we communicate with them, by creating and implementing a customer support plan aligned with your business management and growth plans.

Within their seminal article on the hyperlink between service and profit, “Putting the Service-Profit Chain to Work”, the Harvard Business Review authors found that the five percent escalation in customer loyalty gets the potential to deliver a profit increase of between twenty-five and eighty-five percent. That is significant. Why wouldn’t every organization seek to build a customer support plan and process that increased their profit? The companies cited by these authors were able to increase their profits, not just by improving the amount of customer support they provided, but by improving the number of loyal customers they serve. They do this by carefully selecting their customers, understanding and meeting these customers’individual needs and interests, and; often engaging these customers in delivery of the item or service Telus webmail down And they organize themselves into cross-functional teams where team members understand the objective of the organization, practice behaviours and implement actions necessary to keep customers loyal. This’ownership mentality’encourages team members to build relationships with the selected customers and treat them as their very own customers.

Bain and Company, within 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 satisfaction measurement tools don’t deliver because the outcomes may not allow it to be back to the leading line employees in a regular fashion. These studies also identified that companies will not find a way to… “achieve or sustain high customer loyalty without a cadre of engaged employees.”

So just how do we, as business leaders and managers, develop a better customer support experience? Exactly what do we take from the research shared by the Harvard Business Review authors and Bain and Company researchers that will help us to boost our customer relationships and build customer loyalty?

We are able to do this by building a customer support plan, a customer support plan that is an integral element of our business plan where we identify the customer market we have to develop to increase loyalty and drive up profits.

We’ve conducted our personal research on customer support excellence with thirty Canadian organizations and, consequently of this research, we created the’Customer Satisfaction Practices Continuum’- a style for evaluating the customer service level of the organization (or any unit in a organization). This continuum outlines five stages for evaluation, each stage has three components – customer focus, measurement and environment. By completing the assessment, an organization is able to quickly assess their position on the continuum and decide whether or not, they wish to implement the required actions to move to another location, far better stage. This allows business leaders and managers to balance customer support with profitability and build a customer support plan aligned making use of their business direction and goals with the amount of customer support they think is appropriate. Building customer loyalty could be expensive if investment in methods and action plans outstrips anticipated revenue. Customer care excellence isn’t about meeting every customer need but rather identifying those customers with whom we could build a relationship and providing our employees with the information, tools, processes and systems they have to continue steadily to nurture these relationships. This will result in customer referrals, the best and least expensive method of all.

Ultimately, it is all about growing the business and driving up profits. One of the greatest ways to get this done is to develop relationships between your employees and your customers as the research clearly suggests that customer loyalty is indeed one of the utmost effective ways to drive up revenues and increase profit.

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