Companies live or die based on how well they serve their customers. The best companies thrive and grow, while others stagnate or die. Period. And truth be told, if your customer service efforts are in tune with the current state of the market, they’re not working. In fact, they are most likely having a negative impact on your business. U.S. brands lose $41B every year due to poor customer service.
Acquiring new customers costs six to seven times what it costs to retain existing customers. Most companies claim that their customers are at the heart of everything they do, from marketing to sales to service. But the research simply doesn’t support that belief. The gap between how well companies believe they are performing and actual customer feedback continues to increase year-over-year.
Customer service is no longer about a department, it’s about your entire organization. It’s the experience customers have across every engagement with your business. This includes interactions with call centers, but it also includes website visits, in-person experiences, post-service calls, discussions with accounts receivables and interactions that occur while using your product or service. It’s not simply a process or a “customer-facing department” initiative. Good customer service is a business approach.
Whether you need to overcome a specific customer service challenge, revamp your entire customer experience strategy or simply continue to improve what’s already working, we can help.
Creating an effective customer service strategy isn’t about building what you think will work. It requires understanding critical transaction points and customer expectations as well as the learning style that is most effective for your workforce.
Our service-ready engagement approach ensures the readiness of your team to change behavior for the long term, not just a few short weeks. It provides skills, methodology and processes that ensure exceptional customer service interactions at every point along the customer journey.
Learning the art of these five components will provide a customer experience foundation that will deliver lasting results: