A great read from local business- Glenn Edley from Spike HQ on understanding what a customer needs and exceeding their expectations.
“A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.” – Henry Ford.
Do you exceed your client’s expectations or needs every time they are in contact with you or your business? Would you know if you have? Do you regularly survey and get feedback to know if you are meeting or exceeding your client’s needs?
The figures that show 80% of companies believe they are providing superior customer service, while only 8% of their clients agree with them.
Want your business to be in that 8%? Not a problem!
We will now cover the 3 main areas where most companies go wrong and how to exceed customer expectations.
According to RightNow’s Customer Experience Impact study at 82%, the top reason customers would stop using a business was rude and incompetent staff.This was 18% more than their issue not being resolved swiftly.
1. Connect with Your Customers
A great way to connect with them is to seek and listen to customer feedback. Your business is in existence primarily due to your clients. Therefore, it is important that you understand their their needs.
Obtain regular feedback. The feedback is focused on what the client wants and doesn’t want.
Another great piece of advice is Giving your employees more freedom with how they interact with customers, makes them more likely to connect with clients in genuine and authentic ways.
2. Quality first, Speed second
We all like our issues to be resolved efficiently when contacting a business, but what makes us use them again and again? There is only one answer. The quality of the service! RightNow’s Customer Experience Impact study show that customers see quality of service rates well above any other any other measure.
Advice: Remove time as a measure of quality and concentrate on getting your service right. Don’t ever make a customer feel rushed.
3.Go the Extra Mile
Think about the best customer service experience you have ever had. I bet it involved a company or representative doing far more than what was expected of them.
Unfortunately, it is a truth that a bad client service experience is shared with around 10 other people who are most likely to tell another 10 people. Social can multiply that 1,000 fold.
Superior client service is service that exceeds your client’s expectations and will make your business stand out from your competitors. Satisfied clients will always be motivated to return and buy the same products or services from you.
Clients that are extremely impressed with your service are also likely to talk about your business to others.
Advice:Try to think of something memorable you can do for every customer. Also if you ever get an opportunity to do more, then do it.
Customer service today is not about telling people how great you are and giving figures to prove it. It’s about creating memorable experiences that do the talking for you.
All you need to remember is to:
- Take your time
- Connect with the customer
- Do more than they would expect
To Read More Visit Glenn From Spike