There are so many principles, studies, and strategies. However, what really works when it comes to providing an excellent customer experience? Here, we look at the key factor that will determine the quality of your support services and customer loyalty.
Start with collecting feedback
Back to the roots — the easiest and most important thing you can do is start listening to your customers. The best way to do this is by collecting customer feedback. This will help you gain accurate insights.
Once you know what your customers’ desires look like, reflect on them. Are the requested features on your roadmap? If yes, great! Try to implement them as soon as possible. If they’re not there yet, consider ROI and whether the investment (keeping in mind time and finances) is worth it. Go for it and add them to your roadmap too!
Start measuring customer loyalty
Is your customer loyalty as strong as you thought? Is it easy for your customers to use your services? Are they satisfied with your products?
Setting up customer feedback tools and using metrics such as CSAT, CES, and NPS will help you answer all of these questions. The more effectively you ask, the better replies you get.
For example, NPS surveys give you actionable feedback and help you understand what you need to do to move your company from a “brand” to a “love brand”.
NPS measures how likely your customer would recommend you to other people. Customers can then respond on a scale from 1 (very unlikely) to 10 (very likely). Those responses separate customers into three categories:
While promoters are “fans” of your brand, detractors are unsatisfied customers. Some say it’s better to ignore haters and concentrate more on passives. You can find many best practices on the internet; however, The Ultimate NPS Guide answers all your questions related to Net Promoter Score.
Why your customer loyalty is so important
If you are new in the world of customer service, you may be wondering why customer loyalty is so important. Simply said, the more loyal customers you have, the more profit you can expect.
But it’s not all about the money. It’s also about delighting those customers who recommend you to their friends, who in turn recommend you to their groups of friends as well. Don’t forget that clients are the real engine of your improvement. And this is why you should truly care about them.
Analyze customer feedback
Analyzing feedback on a regular basis helps you understand your customers. Thanks to this, you can exceed their expectations and gain more loyal clients. Once your surveys have been successfully set up and you have enough feedback — it’s time to analyze it! Read the best practices for support managers on how to manage customer feedback.
There are several activities that can improve customer experience in the long-term period. So what are the key principles of customer loyalty and excellent customer service?
Keep your customer service standards high and maintain the positive reputation of your brand. Keep in mind that what your potential customer finds on the internet matters. Even one negative encounter can greatly affect whether you gain new customers or not.
Reward loyal customers. Don’t forget to reward all customers who help you grow in the long term. It’s been proven that an increase in customer retention can strengthen business profit by 25-95%.
If you make a mistake, say that you’re sorry. When you know that you or your support agents have made a mistake, apologize. Offering an apology increases customer satisfaction. If you are not comfortable with writing your own apologies, have a look at frequently used customer service phrases.
Never stop exceeding your customer’s expectations.
If you want to achieve excellent customer experience, make sure that you:
1.Listen to your customers.
2.Improve your services (continuously).
3.Strengthen your customer loyalty.
4.Analyze your feedback & exceed your customers’ expectations.