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Customer Service - Winning Customer Experiences
Winning Customer Experiences Much research has been done on what the makes a winning customer experience. What is it that makes customers come back to your business instead of going to someone else's? If your repeat business is low, what is it that you are doing to drive your customers away? There is a consistent theme that emerges across the research - winning customer experiences are built on consistency. Michael Gerber in his book "The E-Myth Revisited" calls this orchestration. "Orchestration is the glue that holds you fast to your customers' perceptions". This may seem a glib response to a complex issue, but take a moment to consider it from the customer's viewpoint. When dealing with a business for the first time, the customer probably has no set expectations on what the experience will be like. With your first interaction, you set the standard in the customer's mind. If you set a positive standard, the customer will likely return. The next time they do, the customer will expect the same from you. Fail to deliver, and ultimately you will lose that customer. So if consistency is the key, how should a business go about ensuring the consistent experience for the customer? First, start with the end state that you want to create. What experience do you want your customers to have (cheerful, professional or very fast service, friendly, feel valued etc). With this in mind, think about all the ways that your customers interact with your business. Your business may have many touchpoints - telephone, face to face (single or multiple sites), email, web-site, snail mail and so on. Your business needs to be predictable at each touch point, and predictably the same. The customer notices when they get one experience by walking into your shop, and a different experience when they speak to you on the phone. Achieving consistency comes down to documenting exactly how you want your business to respond in each situation. If it's not documented then how will the people in your business know what you mean? Sure you can tell them, but this process falls over in larger businesses with many employees and multiple sites. You must create systems and procedures that consistently deliver your chosen experience at all levels of your company. With everyone in your business responding the same way, every time, the customer knows exactly what to expect, and can depend on you to provide it each time. Being able to replicate the same (winning) experience for the customer will build your brand and their loyalty. Megan Tough is a published author, coach, facilitator and speaker. She works with professionals to create sustainable and profitable income streams. Make more money and have less stress! To learn more and to sign up for more FREE tips and articles like these, visit http://www.megantough.com
MORE RESOURCES: No, GPT-4o isn't going to kill teaching or customer service Business Insider NTTA customer service, Tarrant County district clerk spar over mistaken charge The Dallas Morning News How did customer service get so bad? Financial Times Senate passes bill improving air safety and service for travelers, a day before FAA law expires The Associated Press Realtor Lammert delivers customer service from the inside out Leader Publications Cherokee Indian Hospital Authority opens new PRC Customer Service Desk Cherokee One Feather New York State Alerts New Yorkers of Temporary Electronic Benefits Transfer (EBT) Outage on Sunday, May 19, for ... Office of Temporary and Disability Assistance ‘Honesty, integrity, and doing things right: Les Schwab Tire Center makes customer service a priority Canon City Daily Record Availity Wins Two Bronze Stevie® Awards in 2024 Stevie Awards for Sales & Customer Service Business Wire Verizon (VZ) Enhances Customer Service With GenAI Integration Zacks Investment Research Integrated solutions empower productivity for SMBs Insights by Samsung Verizon sharpens GenAI tools to impro... Mobile World Live Verizon unveils human-assisted GenAI tools for customer service Telecompaper EN Cognigy Named a Leader in 2024 “Conversational AI For Customer Service” Report The Bakersfield Californian What Consumers are Saying About AI and Customer Service Customer Think CommBox Launches Connect Partner Programme, Offering Market-Leading Automation and AI Capabilities to ... Business Wire Top Banks Offering 24/7 Customer Service in 2024 Business Insider Opinion: If it's not dead already, customer service is certainly on life support • Asheville Watchdog Asheville Watchdog Frequently asked questions and customer service CSPI Newsroom Poll workers emphasize election confidence, customer service • Indiana Capital Chronicle Indiana Capital Chronicle Customer Service & Support Hillsborough County (.gov) Codelocks Australia: 10 years of innovative access control solutions | Security News SourceSecurity.com The Marriott Maze: Navigating Customer Service Over $11, When Does It Stop Being Worth It? View from the Wing Senate Passes FAA Bill on Air Safety and Customer Service – The Presidential Prayer Team The Presidential Prayer Team They've got your back: Meet American's system customer service managers - American Airlines Newsroom They've got your back: Meet American's system customer service managers American Airlines Newsroom AI enhances flexibility and efficiency for customer service centers, new research reveals | Binghamton News Binghamton University The correct airline customer service numbers to help avoid scams The Washington Post Porsche claims first place for customer service among premium car owners in J.D. Power Study Porsche Newsroom How to contact Amazon UK Customer Service About Amazon.co.uk Department of Customer Service Peak Joint Consultative Committee update - Public Service Association Department of Customer Service Peak Joint Consultative Committee update Public Service Association Lee Michaels’ Scott Berg: How to make unhappy customers happy Greater Baton Rouge Business Report Forbes Recognizes Regions Bank for Best Customer Service Regions Financial Corporation Customer Assistance Programs DC Water Senate passes bill improving air safety and service for travelers, a day before FAA law expires Chicago Tribune Genesys & ServiceNow join forces to revolutionise customer service ChannelLife Australia Contact SEA Customer Care portseattle.org Gen Z prefers AI chatbots over phone calls, says Affirm's CEO Business Insider AI is replacing customer service jobs across the globe The Washington Post Customer Support GE Aerospace Child Support Services Division Mass.gov Buccaneers Continue to Excel in Season Pass Member Customer Service Experience, Voted No. 1 for Sixth ... Buccaneers.com Social media customer service statistics to know in 2024 Sprout Social Best Customer Service 2024 Forbes Delayed On Southwest? You Can Now Skip The Customer Service Line And Request A $75 Credit Online Forbes Air India rolls out iPad app for on board customer service Live From A Lounge Excellent customer service in Austin, Texas, indicative of nationwide survey Transportation Security Administration What Your Business Can Learn From Southwest Airlines Business.com |
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