Guest Service

Let’s face it, the number of items on the plate continues to increase. Customer expectations continue to rise, while at the same time, all parts of the business are dealing with increased pressure to operate with greater efficiently and at lower cost. 2020’s COVID issues have only upped the stakes! It’s never been more important for teams to demonstrate just how much of a value driver they are.

The COVID-19 pandemic has driven unparalleled rates of digital transformation–especially as it relates to improving customer experience. And companies are expected to continue to pursue digital transformation efforts in what’s been forecast as a $7.4 trillion dollar market.

A Customer Success Strategy is a proactive approach to customer relationships; anticipating the problems they might face by knowing and understanding them first. It also means making sure that customers have the right tools they need to reach their goals when they intend to reach them.

Unlike the manufacturing and service economies, in the experience economy spending time is more important than spending money. Time is the real scarcity in life because everyone, rich or poor, only has 24 hours in each day. So, the customer’s perceived value of time spent is a critical benchmark for the value proposition of your offerings.

Resist these customer service urges that you will otherwise regret. Latest tips fr Kate Nasser, The People Skills Coach™ | Leadership Customer Experience

Reducing customer churn is a tall challenge for every company. Marketers are well aware that is far less expensive to retain a customer that is to acquire a new one1. Moreover, holding on to customers and creating a loyal base is the best way to ensure long-term sustained revenues and profitability. However, before the advent of customer contact analytics it is been very difficult to determine how to measure, predict, and control customer churn.

Over the last few months, “business as usual” looked much different due to COVID-19. Even with the economy reopening, business is still far from normal. With most agents working virtually from home and an increase in online inquiries from customers, a comprehensive digital engagement strategy has suddenly become the key to success.

Most companies believe they are “customer-obsessed” but sadly, their practices don’t reflect it. Customer obsession, as a corporate goal, has attained tier-one status (as it should). But achieving a true customer-obsessed culture isn’t so simple. It requires deep appreciation and commitment not only to the concept, but also to the specific practices and investments that are required.

A thank you is a small gesture that goes a long way and it can really improve a customer’s perception of your business. One of the main reasons customers churn is that they feel under-appreciated.