Today, our customers have many ways to reach us to request service or buy our products and services. The upsurge in social media usage and number of sites available to reach us has caused it to be easier for our customers to provide us feedback. What it’s done is raise the bar, raise our customers’expectations while they relate genuinely to response time, how quickly we respond to their needs, questions, issues and concerns. We are able to manage the client experience, regardless of how exactly we communicate with them, by creating and implementing a customer service plan aligned with this business management and growth plans.
In 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 upsurge in customer loyalty has the potential to deliver a gain increase of anywhere between twenty-five and eighty-five percent. That is significant. Why wouldn’t every organization seek to build a customer service plan and procedure that increased their profit? The companies cited by these authors could increase their profits Telus webmail outage not merely by improving the degree of customer service they provided, but by improving the amount of loyal customers they serve. They try 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. And they organize themselves into cross-functional teams where team members understand the purpose of the corporation, practice behaviours and implement actions necessary to help 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 care measurement tools don’t deliver because the results might not allow it to be back once again to the leading line employees in a reasonable fashion. These studies also identified that companies won’t be able to… “achieve or sustain high customer loyalty with out a cadre of engaged employees.”
So how can we, as business leaders and managers, create a better customer service experience? So what can we take from the study shared by the Harvard Business Review authors and Bain and Company researchers that will help us to improve our customer relationships and build customer loyalty?
We are able to try this by creating a customer service plan, a customer service plan that’s a built-in part of our business plan where we identify the client market we need to develop to boost loyalty and drive up profits.
We’ve conducted our personal research on customer service excellence with thirty Canadian organizations and, consequently of this research, we created the’Customer Satisfaction Practices Continuum’- a model for evaluating the client service amount of the corporation (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 has the capacity to quickly assess their position on the continuum and decide if, they wish to implement the mandatory actions to move to another, more efficient stage. This enables business leaders and managers to balance customer service with profitability and build a customer service plan aligned making use of their business direction and goals with the degree of customer service they think is appropriate. Building customer loyalty may be expensive if investment in methods and action plans outstrips anticipated revenue. Customer care excellence is not about meeting every customer need but rather identifying those customers with whom we could build a connection and providing our employees with the info, tools, processes and systems they have to continue to nurture these relationships. This will result in customer referrals, the best and most inexpensive approach to all.
Ultimately, it is about growing the business and driving up profits. One of the best ways to achieve this is to cultivate relationships between your employees and your web visitors as the study clearly demonstrates customer loyalty is definitely one of the most truly effective ways to drive up revenues and increase profit.Read More