If a company wants to improve its bottom line, it needs to focus on improving sales. That is only possible when the brand is addressing the right audience and solving their key problems. But, how can the brands achieve that? Being a mind reader sounds amazing, doesn’t it? Now, no need to lose hope. There still are different ways by which the companies can tap into what their customers’ pain areas are. Post that knowledge, they can plan their customer experience strategies to solve those problems.
In this article, we will be discussing the customer service pain areas of the customers – some pressing issues, urgent needs and what could be the possible solutions.
https://customerthink.com/identifying-customer-service-pain-areas-and-how-to-solve-them/
A customer’s experience with a business will be at its best during the sale more often than not. From there, the interaction value typically declines as businesses devote more attention to new sales opportunities or upselling. Nowhere is this more evident than in customer service models in which representatives are evaluated based on the speed and efficiency of how they handle inquiries rather than the service provided. Companies have even been known to establish a metric for “efficiency” by encouraging the highest volume of calls in the least amount of time. That approach doesn’t leave a lot of room for personality or attention, does it?
In today’s competitive environment, whether interacting with potential or existing customers, keeping them happy is critically important. No customer should be treated as an afterthought or an “issue.” Businesses need to stop considering customer service an unnecessary cost center and start focusing on its potential value.
https://www.business2community.com/customer-experience/the-opportunity-to-be-a-leader-in-customer-service-02055160/
It’s no longer good enough to simply provide customer service. To truly be relevant and competitive in the marketplace, companies need to adopt a customer obsessed outlook and culture.
Customer obsession takes more than just offering services and products that customers might like and buy. To truly be best-in-class, companies need to not only deliver a customer experience that leaves a lasting, loyalty-inducing impression but also be constantly communicating with their audience. It’s these two-way conversations that help build deep, lasting relationships with our customers.
https://www.somos.com/blog/customer-obsession-starts-listening-customers/
Communication is everything in all types of relationships, especially when it comes to your customers. If you ever thought customer communication is overrated, think again – 70 percent of customers are willing to spend more with companies that provide excellent customer service. The way you interact with your customers has a direct impact on your bottom line. If they feel that they’re understood and treated with respect, they’re likely to keep doing business with you.
So what about when things go wrong? It’s inevitable, things happen. How you and your frontline handle the inescapable adversity can make all of the difference. Not sure how to go about it? Here are four simples ways to get you started.
https://customerthink.com/4-easy-ways-to-impress-customers-using-communication/
Marketers are constantly introducing newer and more sophisticated Customer Experiences (CX). But, how do you ensure that all of your customer touchpoints will align with the promise of these new CX improvements?
Based on our VoC research, we have learned that the brands most successful in making their CS (Customer Service) and back-end processes align beautifully with their front end CX, are those which involve and integrate every department and every employee!
Here are 3 tips to help ensure that your CS matches the promise of your CX:
http://customerthink.com/3-tips-to-ensure-customer-service-matches-your-promised-customer-experience/
They say that an ounce of prevention is worth a pound of cure. But how often do you apply that concept to your customer service? Most businesses wait for a problem to arise, and don’t make efforts to fix a problem until after a customer (or several customers) complains.
However, more often than not, a customer that has gotten to the point of complaining about something is one that is not likely to come back to your business.
So, rather than waiting around to fix customer complaints, here are 3 proactive ways that you can prevent those complaints from ever arising.
http://customerthink.com/3-ways-to-prevent-customer-complaints-instead-of-fixing-them/
Everybody is talking about customer experience (CX), but like many other hot industry terms, it can mean different things to different people. I like the Wikipedia definition: “Customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with, and the environments the customer experiences during their experience.”
Marketing definitely has a significant role in supporting each of these components. But the old adage that marketing gets the customer and customer service keeps the customer is overstated. A reputation for great service can help the company get customers and marketing has an important role in keeping them.
http://customerthink.com/7-ways-marketing-can-boost-your-cx-performance/
When you think of Voice of Customer (VOC) Feedback, it’s exactly what it sounds like.
Voice of Customer Feedback is direct and clear feedback on your product or service straight from the mouth of the consumer/customer.
Whether you achieve this data through market research, surveys, or focus groups, it will provide you a competitive stance on your product or services, or what deficiencies your product or service has in the current market.
https://ledgeviewpartners.com/blog/how-to-use-voice-of-customer-voc-feedback-to-improve-your-customer-service-team/
Is customer service part of the customer experience? Or is customer experience what happens when someone receives customer service? Are they the same thing?
The terms “customer service” and “customer experience” are often confused or used interchangeably. They’re not the same thing, but they are related.
The difference between customer service and customer experience is that while customer service is one piece of the puzzle — focused on human interaction and directly supporting customers — customer experience is the sum of the entire customer journey with your business.
Let’s take a look at customer service vs. customer experience in more detail.
https://www.helpscout.net/blog/customer-service-vs-customer-experience/
Are you in the habit of closing the loop with customers that offer negative feedback on post-interaction surveys like Customer Satisfaction or Net Promoter Score? I certainly hope so, because it’s a great practice that many companies aren’t in the habit of doing. When I led a customer service team, I was very proud of the fact that we made every attempt at closing the loop with the upset customers we knew about, and by some combination of resolving their issue and offering compensation, we managed to save a good many of them from churning.
But what about those customers that don’t complete a survey voicing their displeasure? What about those where something goes wrong and it’s “too much trouble to complain?” Or perhaps they do complain and the disinterested reply from support is enough for the customer to cut their losses and move on to a company that actually wants their business. And then there’s that statistic where upset customers tell dozens of people about negative experiences while happy customers tell a small handful of their friends. I’m convinced that someone invented that statistic to strike fear into the hearts of customer service leaders with the sole purpose of selling books, software, consulting, etc.
https://www.kustomer.com/blog/voice-of-the-customer-fcr/
