Today is not enough to serve a customer you need to make him satisfied, too. However, it’s an art to reach the perfect customer experience. Let’s see the Top 5 Tips.
In 2008 Aveus, an American customer experience expert company, made a survey verifying the link between customer experience and financial performance. Two-third of the surveyed business leaders commonly knew definition of customer experience and tried to use it in business life. Their companies were nearly twice more likely to beat the original profit goals than the ones who didn’t really care about customer experience. Such companies just dropped behind.
However, measuring customer experience is not a big deal today. The Harvard Business Review published the Net Promoter Score (NPS) in 2008. It works easily, using only one direct question: How likely is it that you would recommend our company/product/service to a friend or colleague? The scoring for this answer is based on a 0 to 10 scale. Since then, more and more companies use NPS to score customer loyalty and experience but many of them are still looking for the best way.
Let’s see the Top5 Customer Experience Tips.
Smile is contagious. If you smile, people will smile back at you. And it’s beneficial not only in face-to-face. Although, it’s a very important factor in non-verbal communication but interestingly it can be heard via telephone, too. Your voice is totally different when you smile and it’s dependable. Clients are more likely to want to talk to a cheerful and enthusiastic person than a sad and bored agent.
Knowing the problem is the first step for any help. You need to know your customer. Moreover, wear his hat to know his feelings. Your listening also needs to be active. A directional talk is the best way to know every piece of information you need. It contains some complain time to give customers a chance be furious, but you can get a lot of knowledge from his anger. Plus, in the end he will be more open to finding a sensible solution.
There’s nothing more annoying when a customer need to speak with someone who’s not an expert. He continuously needs to ask colleagues to solve any question or problem, extending the time for finding the right solution. So it’s crucial to have professional customer service agents who are not only emphatic but being experts, as well.
For the best customer experience, you need to be proactive. So manage requests but go further, give advices based on general experience and the given customer’s needs. According to Peter Malhai, Business Develepment Manager at Virtual Call Center, there are lots of customer services with only reactive actions. They only solve problems their customers some up with. “Customer service needs to think forward clients’ need and pay attention to points that clients might not think about.”
Customer service is much more than just answering the phone. It’s all about building relationships. And good customer relationships arise from your attitude, not your reduced rates or programs. It contains so many small things like using a quick and easy-to-use technology. As another example, let’s say thinking together with your customers, sometimes even thinking instead. “We measure our clients’ actions continuously, and we call them even when they seem not to be in need. It’s really beneficial for them, as they don’t have to waste time and energy to analyze problems, we do it instead of them. Sometimes they don’t even know to have any”, says Mr Malhai.
It helps to maintain a two-sided relationship. On the one hand, don’t be afraid of customers’ feedback, moreover you need to provide a customer-friendly, easy-to-use interface for giving feedbacks. They are a chance to find out what should be improved in the company. On the other hand, it’s also crucial to give feedback to your customers on what happened after their calls.
Feedback helps you to see how customers’ problems were managed and what they learnt. “We not only solve problems, but we would like to teach our clients to use alone Virtual Call Center solution”, says Peter Malhai.
So reaching the best customer experience isn’t easy, but manageable. And if you are able to make it will become so special to spread instantly. And the word of mouth is the best advertising.