- Know who your real competition is
Surprise! It’s actually not the guy down the street doing the same thing as you are. Sorry, it’s worse: It’s every other company that’s offering rock star customer service.
One of those “gold standard” companies is Amazon. Customers happily pay that Prime membership each year because Amazon makes good on its promises 100% of the time: product always get to customers when they want it. If something’s wrong with the product, it offers instant gratification, no questions asked.
That’s an example of how customers expectations are escalating every single day. And that means that your competition, as it relates to the benchmark of service, is whoever best last served your customer. So you might want to think about who best last served you, and then bounce that up against how your team serves your customers.
- Time is the new currency
I cannot stress this enough: In today’s go-go, 24/7 world, time is everything. Your process must be seamless.
In fact, 90% of customers would pay more for something that is easy and it’s easy to see why: Time is the only commodity that we can’t get more of.
So if you want your customers to love you, save them time.
- Focus your team on what matters
It’s tempting to talk about success in terms of metrics, stats, costs, blah blah, but how much are you talking about the customer in day-to-day interactions? The biggest disconnect here is with internally facing teams. For them, it can be easy to lose sight of the company’s mission towards its external customers.
You can fix that by making the customers real – even if they never interact with them. That will allow them to make better decisions inside the company, which will help those who are serving the customers outside the company. Companies usually don’t set up challenging processes on purpose – they just don’t realize their processes are creating stumbling blocks if no one tells them.
- Pick your priorities
Every company has to spend their time on their biggest priority, and that’s harder than it sounds because it can be an easy knee-jerk reaction to put time against either problems or areas of opportunity and lose sight of your core.
That’s why companies need to constantly remind themselves what they are best at and put the right people in the right place to play to their strengths.
- Live what you say you will
The key here is to know your company strengths and identify them to the customer, with each and every interaction. This is known in marketing buzz-talk as “brand promise.”
So if you are all about seamless technology, then it better be seamless 100% of the time. If your self-identified strength is your people, then ensure they’re able to perform every day to meet that expectation.
Take what you’re saying about your company and how you’re acting and make sure they are in alignment. Otherwise, customer expectations are violated.
Source: Customer Service Manager