It can be tough to meet customer expectations, let alone exceed them. But if your customers know that you will do what it takes to help them achieve success, they will reciprocate with loyalty and advocacy for your brand. Research published last month by leading cloud contact centre vendor NewVoiceMedia, revealed that 73 percent of UK consumers are standing up for customer service standards more than they were ten years ago. Moreover, following a positive customer experience, 74 percent of Brits will be more loyal, 71 percent will recommend a company to others, while 44 percent will use the business more frequently.
The study found that 57 percent of Brits will give a business feedback in order to let them know they are performing poorly, and 37 percent feel empowered by social media to share their experiences. Clearly, the investment of turning customer feedback into actionable insight and sustainable service improvements is invaluable — especially in the age of social engagement, this is something all organisations should consciously prioritise.
Here are our top five recommendated ways in which you can deliver consistent, world-class customer experiences.
- Personalise every experience
Customers are people, not transactions. Personalise each interaction with your customers by treating them as individuals. This necessitates gaining a thorough understanding of their buying patterns, likes and dislikes, in order to improve the overall experience they have with your business. Personalisation stimulates customer behaviour, thereby encouraging them to purchase more often from your brand, return to your brand for future purchases, as well as evangelise the experience to others. - Direct callers to the right advisor first time
Instead of answering your callers and then finding out what they need, take a proactive approach by using the information you already know about that customer to present them with personalised support that help them solve their unique problem. Direct their call to the correct advisor the first time to reduce their hold time, thereby improving their experience with your support team. By reducing transfers, you also free up advisors to deal with new callers. - Go the extra mile
For truly exceptional service that will leave a lasting impression, go the extra mile and do something your customers don’t expect. Include a personal note in a delivery; send a “thank you” card, deliver a box of chocolates on their birthday, the possibilities to go above and beyond their expectations are abundant. Even a coupon for their next shopping experience with you will help them feel rewarded. - Build rapport with your customers
When providing customer support in a contact centre, keep interactions natural as opposed to scripted. Try to use guiding prompts rather than entire scripts which make it very difficult to sound knowledgeable or engaging, potentially turning off customers or prospects. Personalising each call and building some rapport with the customer can significantly improve the experience and make them feel more engaged. - Offer self-service for simple queries
If your customer wants to confirm that a package has been shipped or check a balance on an account, it can be useful for them to self-serve and avoid the need to speak to an advisor. Offering self-service options means that customers get the information they’re looking for with a streamlined and efficient experience. What’s more, agents are freed up and can spend more time focusing on more complex enquiries.
Businesses today need to take a customer-centric approach and think about what their customers want and need to proactively engage them. To achieve success in today’s hyperconnected global marketplace, merely dealing with customers’ needs is not enough; you must exceed their expectations with personalised, engaging experienced. The ripple effects of outstanding customer service extend beyond satisfaction and retention; it distinguishes your brand, builds repeat business, and improves employee morale. Find out more by downloading the research report.
