There is no better pitch to someone who isn’t sure they want to take that next step and make a buying decision or service selection than a genuine, enthusiastic review from someone who has had a real experience with your company and wants to share it with others.
The best way to do that? Focus on the areas of your business that could be improved from a customer service perspective.
Perhaps best said in an article from Business News Daily, “Unless you have zero competitors, which is unlikely, today’s consumers have several options for where they can take their business.”
For that reason, the importance of making your customer (or potential customer) feel supported can’t be understated. This is true regardless of what industry you work in. It’s no longer good enough to provide adequate or even above average customer service, the entire experience needs to be extraordinary.
One of the most common weak spots businesses tend to overlook is a reliance on a call center.
Though it might seem like a quick fix, a call center actually creates waste when it comes to the inconsistency and unpredictability of the hiring and training arc. Not to mention, it only contributes to a mediocre, minimum-effort customer service experience.
When people have these mediocre or even negative experiences when interacting with your brand, they look to your immediate competitors. Nobody wants to wait in a long call tree – they want to talk to a live, local human who can quickly fix whatever problem it is they’re facing or provide the product or service they’re looking for.
Especially in the aftermath of the pandemic, people are more likely to want real assurances from humans – not robots.
According to Merijn te Booji, chief marketing officer at a contact center technology company, “…we saw a lot of people moving away from digital channels very quickly to the voice channel, trying to get certainty, assurances, empathy, making sure they got commitments on the enterprise decision.”
Whether the areas for improvement that you identify in your own business are driven by process or by circumstance, what we can guarantee will be consistent is that the real problem lies in creating a procedure that serves the customer.
Today’s businesses – across all industries – are no longer dealing with product and pricing alone when it comes to winning new customers and retaining old ones.
Customer service and relationships are the cornerstone of the global marketplace.
Make sure your systems support those initiatives. Contact us to see how we can give you a competitive edge when it comes to customer experience.
