Customer service is one of the most important elements of your overall business strategy. Organizations that treat their customers well enjoy better retention and higher subsequent revenues.
In fact, it costs about five times more to attract a new customer to your business than it does to retain a current customer. Improving the customer experience is the best way to protect yourself against the risk of losing customers and receiving negative public feedback in the process.
Investing in customer service is a key value generator for any organization. But not all businesses have the resources necessary to develop and implement world-class customer service from the start. However, there are fast, feasible ways you can improve the customer experience today.
How to Improve the Customer Experience Right Now
Customer service is a field that requires constant improvement to deliver results. This culture of constant improvement is what drives executives to seek out customer service training and other opportunities to improve retention while reducing acquisition costs.
While many executives and business owners tend to focus on big institutional changes and software solutions that can improve the customer experience, there are many small things you can do right now.
Every small step forward is one that can compound customer service success and generate long-lasting value for your company.
1. Personalize the Customer Experience
Even the smallest act of personalization can carry major implications for your business. Calling your customers by their name costs nothing, and neither do most simple solutions for personalized interactions.
But you can go further. Automation and advanced data capture gives you the ability to give customers birthday content, geo-located discounts, and more. If you can leverage customer data to personalize each individual interaction your customer service team has with customers, you will be able to generate memorable experiences consistently.
2. Map the Buyer’s Journey
The typical buyer’s journey consists of three stages: awareness, consideration, and decision. If you can map out your customers’ behaviors according to these three stages, you can leverage powerful potentials for improving the customer experience at each stage.
Consider the kind of interaction a customer is likely to respond best to during the awareness stage. This is very different than what works in the decision stage. Be aware that these stages can overlap, such as in the case of multiple product lines – a customer has decided to buy one of your products, and is only aware of a related one you sell.
3. Automate Processes
Gathering personalized customer data and mapping their interactions according to the buyer’s journey doesn’t require a great deal of investment, but it doesn’t require a bit of time. Businesses that want to start doing this right now will need to leverage as much of their infrastructure as possible to automate processes and reduce data entry needs.
The more information you can gather and the better you organize it, the better suited you will be to maximize the leverage of personalized customer interactions. Personalized automation is possible, and customer service training can help you hone your messaging and improve results.
4. Predict Customer Problems
Once you begin gathering key customer data and using it to personalize interactions, another important method for improving the customer experience opens up. Interpreting customer data often creates insight into potential problems before they occur.
If you analyze customer data and aggregate that data between customers with similar purchase histories or other shared data categories, you can be proactive towards predicting and solving customer issues before they become problems.
Reach out and offer solutions to customers before they reach out to you.
Change Your Perspective on Customer Service
There is a fundamental change to the way you deliver customer service that you can implement today. It is also one of the most important. Changing your perspective on customer service is key to implementing solutions for constant improvement.
Instead of seeing customer service as a cost, look at it as an asset that can add value to your core business processes. Whether those processes include manufacturing products or delivering services, the value-oriented perspective is key to improving the customer experience.
PR disasters don’t usually come from bad product experiences. They come from bad customer experiences.
From the customer service perspective, malfunctioning products are simply opportunities to improve the customer experience. That experience is what actually defines customers’ attitudes towards your organization.
The right company stance on customer service improves the customer experience and paves the way for valuable investment in training, equipment, and service solutions. Transforming the customer experience from a burden to be endured to a proactive plan for generating value is key to making the most of every customer interaction.
Empower your customer service team to improve its communication skills and make better decisions. Contact a TechLink Training specialist today!