The forty-third article to profit from the Internet 2021 - Ways to profit from customer service - # Win_Now
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Customer Service Rules to Increase Your Profits in 2021:
By 2020, customer service and expertise will overtake price as the primary distinguishing feature of the brand. Eighty-six percent of buyers are willing to pay more for a premium customer experience.
Customers will spend 13 to 18 percent more for excellent customer service. Here are five rules to put yourself in to take full advantage of this trend.
1. Don't make your problems client problems.
Recently, at a large grocery chain, I had a very frustrating experience. I tried using the express lanes to self check out to buy three products. I was unable to do this because I did not have a store card. After I was finally able to purchase my items, I emailed the company's store. I received a response the next day that the cards are now required and this is a new policy due to a great deal of theft. That didn't do much to ease my discomfort.
Excellent customer service means you solve your problems without a customer knowing the problem. Years ago, when the Red Lobster was late and waited too long, they served free ravioli in the lobby. At Target, store cards aren't required, but they do have cameras on every self-checkout record.
The Giant Eagle requires cards in self-check records, but a cashier keeps a generic card for customers without a card. There's no reason customers should see the back of a home's troubles. Never place this burden on the customer.
As in the Red Lobster example, problems can sometimes be turned into positives.
Customers may have to wait an hour for a table, but they're happy to eat and drink for free at the bar (allowing the company to make even more money!)
2. Requesting reviews and encouraging open dialogue.
In my experience with the grocery store, none of the store or company employees asked me if I wanted a card or why I didn't want one. The problem is, I have about 20 random stores cards that I rarely visit inside my wallet that are hard to find.
If a store had asked for feedback, they might realize that storing this information on an app on a smartphone might be a better idea. For example, Macy's has never been a store I frequently work at. However, in recent months, I found their app so convenient that I started shopping there again.
An app that improves customer service can differentiate the experience. Macy has redesigned its stores and added a new office at the door. This office is used exclusively to receive and return orders online, with no questions asked. If the grocery store asks how to improve their customer service, they'll likely hear the same from many people, that a convenient app might make shopping and check-out more convenient. In addition to that, the apps allow better tracking of customers, which may also help solve theft problem.
Also, request the information as reviews online. Ninety-one percent of consumers between 18 and 34 years old trust online reviews as much as they trust personal recommendations . Ask all representatives at all focal points to "wipe" the customer continually. Cashiers can ask questions like, "Could we have done anything to improve your experience?" Most customers will say no. However, few customers will provide valuable information.
3. Respond promptly with sympathy to customer comments.
Fifty-three percent of clients expect a response to their complaint within one hour. A study by HBR found that customers are seven times more likely to purchase a product when their calls are returned within one hour. Usually, companies use a third-party company to respond to comments online, if they respond at all. You must respond quickly to positive and negative comments with personalized replies. The dog trainer, Alpha & Omega, asked us to leave a positive comment on Google. They took the time to personally respond with thanks and a personal note that showed they remember our unique dog names and personalities.
In addition to speed and customization, you should treat reviews with compassion. "I'm sorry," is a strong phrase that can fix a bad experience. Everyone wants to be heard, appreciated and respected. Empathy is free and should be the minimum requirement for any employee dealing with a client.
Disney employees will do their best to show compassion . It is part of coaching the cast members. They have procedures to get guests with disabilities into rides quickly. When a guest has a food allergy, the head chef comes to the table to speak with the guest, no matter how busy the restaurant is. The Cleveland Clinic prioritizes empathy as a core value in an organization. Healthcare providers will personally apologize to patients and their families. This differentiates them from other healthcare providers who do not share this focus as part of their company's DNA. These types of experiences pop up on the customers' minds and make them loyal.
4. Map the customer service journey and create a Voice of Customer program.
Customer Journey Maps includes each touch point and examines points of frustration and areas that create satisfaction. Using internal and external market data , you can search for gaps between what the customer expects at each step and what the customer faces.
Create the Voice of the Customer software, which is a formal process and procedure for soliciting and sharing feedback across the entire organization for all concerned employees.
From top to bottom, your organizational culture should encourage all employees to appreciate and respond to customer feedback. By participating and by using reputation management software, you can analyze data and implement actionable goals. Constantly look for ways to improve your organization and stay focused more on customers.
5. Reward customers for staying loyal.
By increasing your customer retention rate by just five percent, you can improve your profits by 25-95 percent . Use email lists or apps to offer exclusive discounts or deals to loyal customers. Disney offers one-on-one meet and greet sessions only for their Visa cardholders. These events have short streaks and are usually in air-conditioned settings. Macy's is gradually offering bigger discounts based on the total money spent over time. Geisinger Health System offers a refund to customers who are unhappy with their care. Give customers a reason to stay loyal. The longer they stay, the more likely they are to provide good ratings and referrals. These tips will lead to excellent service, more loyalty, and higher profits.
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