Transforming the Customer Experience

Author:

Home/Articles Posted by (Page 4)

Episode #2 – The ROI of Focusing on the Customer Experience

This episode focuses on the ROI of the Customer Experience using real world examples. Using the lifetime value of your customer is extremely important for everyone within your organization. If you don’t know your average lifetime customer value, I’ll walk you through how to determine that number here and what it can bring or cost your company.

Episode #1 – Why All the Fuss About the Customer Experience?

What’s all the fuss about the customer experience? This episode explains why the successful companies are using the Customer Experience as a strategic advantage, building a loyal customer base, and increasing their profits. If you aren’t thinking along these lines, you are leaving money on the table!

Tips to Improve Customer Service

Bottom line, businesses that deliver memorable customer experiences are the ones that become more profitable.

Here are this week’s tips to keep you and your teams motivated to connect and work with your customers…

  • Be Truthful. Always. Integrity is not as common as it used to be. Being honest with your customers may lose a short term job, but gain credibility in the customer’s eyes that will reward you later.
  • Be Genuine.  We’ve heard the phrase – fake it till you make it.  My challenge with this is – you are still not being who you truly are. Consistently work to better yourself with good intentions for your business and your customers.
  • Instill teamwork in every aspect of your organization. When you and your company work as a team, the customers become your teammates as well and everyone wins.
  • Deliver what’s promised. If you said you would do it, then you must absolutely do everything you can to complete or achieve it. Your customers are keeping your business alive based on the results of the promises you make.
  • “Be everywhere, do everything and never fail to astonish the customer.” – Macy’s motto

Use tips such as these in your meetings, huddles, updates, interoffice emails or any method that you communicate within your organization.

Customer experience and customer service is not a “One Hit Wonder” mentality. It needs to be a way of life within your company.

Get even more tips and strategies to immediately step up your game to increase customer satisfaction and loyalty by claiming your copy of “50 Customer Service Tips Made Simple” by clicking here https://kristinaevey.leadpages.net/50-customer-service-tips/ You’ll get instant access to what it takes to continue earning your customers business and loyalty.

How Customer Emotions Can Build or Break Your Profitability

The emotions of your customers drive your profitability and customer loyalty. We may be hesitant to acknowledge because we all know that relationships (even business relationships) are based on emotions and communication and can get us into trouble if we are not in tune with our partner. Does the phrase “Can we talk?” sound familiar and scary?

Being in tune with your customer while working with them is just as crucial, especially if you plan to stay in business and be successful.

Emotions Drive Most Buying Decisions

Think of your current banking institution. What emotions come up for you? If you are instantly filled with frustration and irritation, odds are you are also currently looking to jump ship and find another bank. If, just thinking about them causes you to feel this way, how much worse is it when you are actually on their website or in their location? Frustration and irritation are the kiss of death for customer loyalty. Once you get past the hassle factor of switching to another bank, if you’ve found one that makes you so glad you found them, you’ll likely encourage most of your friends and associates to try your new bank as well.

Lesson: Your frustrated and irritated clients are solid detractors from your business. They’ll spread the word willingly about how difficult it is to do business with you and encourage people to try your competitors.

What about those of you that felt good about your bank when you thought of them? For those of you that felt your finances are safe and secure, that your best interests are being cared for, those of you who feel your bank truly values your business, you will likely never leave that bank willingly. Those positive feelings are the drivers of customer loyalty.

Lesson: Trust, safety, security, comfort, and happiness drive customer retention and loyalty and, ultimately, profitability.

Now, we’ve looked at four main emotions – frustration, irritation, trust, and feeling valued. These emotions are fairly simple and easy to identify in your customer’s body language and mood. Point out to your leadership team and staff that these emotions are key indicators of the way your customer feels about your organization as a whole and their likelihood of customer satisfaction and loyalty.

Keep It In Check

Provide some discussion forums or training for your teams to identify indicators of these emotions and how to work with those that are frustrated and irritated. Give your staff the tools and strategies to help ease customer frustrations, better communicate with them to identify underlying issues, and to open up discussions as to how to make working with your organization better and easier for them.

Pay attention to the customers who are loyal and appear to be happy to be working with your company. Train your teams to recognize these folks and give them strategies and tips on how to engage and to find out what it is about your company that has caused them to feel the way they do. The goal is to replicate the “stimulus” as often as possible to encourage happiness and loyalty. If it’s your staff that’s wonderful,then identify the characteristics that drive this result and be sure to have those as “must haves” in all new potential candidates.

Get even more tips and strategies to immediately step up your game to increase customer satisfaction and loyalty by claiming your copy of “50 Customer Service Tips Made Simple” by clicking here https://kristinaevey.leadpages.net/50-customer-service-tips/ You’ll get instant access to what it takes to continue earning your customers business and loyalty.

 

Stop Kidding Yourself! Are You Interested or Committed to Delivering Amazing Customer Service?

“I’d kill to have a golf swing like that!”

“I’d do ANYTHING to lift that much weight and look like that!”

We’ve all heard, and made, statements like this about something in either our personal or professional lives. But really, we are all a bunch of liars.

Yes, that sounds extreme, but let me explain… I’ll tie this in to Customer Service and the Customer Experience quickly.

That golf pro… Before he or she turned pro, they likely went to the course in the wee hours of the morning and practiced a full 90 minutes before going to their “job” only to return again after work, day in… day out. They sacrificed many moments that most of us take for granted to get them closer to their true goal… to be the absolute best they could be and turn pro.

That fabulous looking person in the gym (I’m not talking about the steroid pumpers)… They watch everything they eat. They train methodically and diligently.  They let the scoffing over their eating habits roll of their skin. They don’t judge those that eat differently, yet find themselves subject to ridicule because of their strictness to their own eating and training regimine. “Can’t you just let loose and have fun this ONE time?”

Many of us are not prepared to put in the time and effort it takes to be in the top 5% of anything… sport, physical fitness… or business success.

So, you say you deliver the best customer service and make the experience your customers have better than they can get anywhere else?  Really.

If I were to walk in your doors, or call your company, and ask the first five people I see what your company stands for and how it works with customers better than anyone else, I’d bet that I’d get five blank stares… and then some sheepish off the cuff made up answers.

So my question to you is this… Are you INTERESTED in focusing on your customers and creating a culture that is centered around them, or are you COMMITTED?

Interested companies gather a little information, talk about it from time to time, hire a consultant, might spend a little money for a workshop or training session, and believe that they are on the right track.

Committed companies do research, not only hire coaches – but DO THE WORK, talk about and focus on the customer experience incessantly, create a unified vision of the ideal customer experience, hire and train the right folks to support that ideal experience and HOLD THEM ACCOUNTABLE for excellent customer service delivery, they get feedback from their customers as to how they are doing, etc.

So, the golf pro and the body builder, they have a goal. They have clarity. They have a vision of success. They. Do. The. Work.

Are you willing to step up and stop talking the talk? Walk the talk. Develop a culture focused on the most important person in your company – the CUSTOMER.  Not sure where to get started? Click here…

Customer Loyalty Depends on the Word “WHY”

Many people assume that customer loyalty and customer satisfaction is based on asking one very important question – What is the likelihood of you referring others to do business with us? This is commonly known as Net Promoter Score, or NPS.  On a scale of 1- 10, 10 being the highest likelihood, you delight in the folks that score a 9 or 10, pay more attention to the 6, 7, and 8 scorers, and count on the fact that anyone scoring 5 or less is already looking elsewhere for your product or service.

But only asking IF customers will refer to you misses, in my opinion, the truly critical component.

Now, asking customers IF they will refer to you is very important. But, I’d really like to take it a step further and ask customers WHY they would refer to you. This is how you find out what it is in your organization that you do really well that makes an impact on folks -OR – that nothing in your company really stands out from the rest of the pack. 

Consider this… if you were to ask a current customer why they would refer others to do business with you, or would continue to do business with you themselves, and they responded back with “Because the folks here really seem to go out of their way to help me. I like the fact that everyone is really friendly and knows what they are talking about.” 

If you had that response, you would know that your customer service and the customer experience is something that your company does really well and you should capitalize on that. Continue to make it a focus. Recognize and reward those that truly exemplify the customer service skills and deliver amazing customer experiences you want to be known for.

The significance in asking people WHY they would recommend your company to others is understanding what is MEMORABLE about your company and the way you work with customers.  It goes without saying, you want to be creating positive experiences that make customers feel good about their decision to do business iwth you.

When customers need to take a while or can’t really come up with a specific reason WHY they would refer their friends to you, you need to take a step back and face the harsh truth that your organization is pretty bland. You aren’t making enough of a positive impact in any one area that has impressed them enough to make them want to come back or resist the draw of your competitors.

Fortunately, it’s a simple fix. Create positive experiences throughout your company that will draw your customers in, engage them, become their ally,  and ultimately build and nurture long term business relationships. All it takes is focusing on the customer – their needs, their struggles, how you can help them, how they want to receive your help, and communication. In future posts, I’ll explain exactly how to do just that.

What are your thoughts on taking it a step further and asking WHY people would refer to you? Take a moment and comment below.

Customer Service – Do You Give Empty Compliments to Your Customer Facing Staff?

Compliments are always good, right? Especially a compliment given to an employee for delivering good customer service, right?compliment

Actually…. no.

I’ll explain.

I once worked with a company in which the Director of the Customer Relations department would walk through the department and say “You guys are Rockstars!”  When an employee would speak with him privately, he would discuss their issue and upon leaving would say “You’re a Rockstar!”

This seems a good practice… until you hear his staff members say…”If he calls me a Rockstar once more, I’m going to lose my mind!” I asked them to explain.

It seems that, while well intended, his compliments were completely empty. His staff felt that he had absolutely no understanding of the stress of their jobs, the hoops they had to jump through to make or keep customers happy, the stressful interactions involved with other departments to move up orders or how unreasonable many of their clients were. Their manager had given up asking him for assistance in these areas because he was torn in too many directions and offered no support to that department within the company.

Once I pressed them for more information, the staff told me that the compliments from the Director meant nothing, while the compliments from their manager meant everything to them.

The manager would give the following compliments…

“I noticed how you really went to bat for that customer and did everything possible to move their order up to meet their deadline. Even though it didn’t work out, they noticed that you put forth the effort. That means a lot to them.”

“I like the way you speak with our customers. You really show a sense of graciousness and pleasantness that I like. Even when the news isn’t what the customer wanted to hear, you really go out of your way to sound genuinely empathetic. Thanks for that.”

“I really appreciate the thoroughness you show when coming to me with a situation. You have all of your facts checked and have a few possibilities for solutions in mind. That really helps me make a decision much faster.”

Specificity is the key here folks. Empty compliments mean nothing. They may sound nice initially, but over time they feel just that… empty and meaningless.

When you give the little effort to specify what you are complimenting and how it impacts the situation, your staff will likely repeat the behavior.

After all, that’s our end goal, right? Reward the desired behaviors and they will likely be repeated. When this happens, our staff is happy and they treat the customers better, customers are happy, they return and likely buy more, and we make more profits.

Bottom line… be specific and sincere. It means more than you know.

Please leave your thoughts and examples below…

How Bad Customer Service Slashes Your Sales and What to Do About It

Bad customer service – we’ve all experienced it. The receptionist that seems impatient with us on the phone. The server at the restaurant that is condescending and rude, thus ruining our dining experience. The clerk at the store that seems to think we are invisible and rolls her eyes when we actively try to get her attention.

Poor customer service is rampant these days. It’s one of the most vocalized complaints on Facebook and Twitter. Business leaders and owners know that it is a big issue, yet few take any action to correct it, much less know HOW to correct it. They tell themselves that the offenders “are really very good people.” “They’ve been with us forever.” “They have a lot going on in their personal lives.” “It’s just a phase.”

While most of us dislike having to face negative facts, we just have to. The impact of poor customer service on your business is more than just the occasional upset customer.

Customers leave because of bad service. That’s it. Plain and simple. 70% of your lost customers have stopped doing business with you simply because someone within your company treated them rudely, indifferently, or barely acknowledged them. It has nothing to do with your product or price. Someone just didn’t deliver a smile, use their name, or engage. They just processed them through your system.

It lowers the standard of customer service in your company. No matter how well you train your staff, if you allow poor service to continue by one or more of your employees, it will slowly erode the level of service experienced by your customers.  The coworkers of negative employees will slowly start to slip in their own actions and will likely display lower levels of service than their norm. By allowing poor service to continue, you send the message to your staff that the customer experience and service skills are not important enough for you to address.

You’ll lose your best employees. The employees that are the best representatives for your company and pride themselves on the way they help your customers will soon be so uncomfortable in the environment that they will seek employment in a different department or, worse yet, another company. These are the people your customers know, like, and trust and want to continue working with. Once they leave, you’ll also lose some customers.

What to do about it…

Train Well. Be sure that you have clearly identified customer service level expectations and specifically train your staff how achieve these standards.

Coach to Success. Should you identify someone not meeting these minimum expectations, immediately be proactive and coach them on the necessary skills to guide them.

Free Up Their Future. Sometimes folks just can’t consistently meet the minimum expectations of customer service. After you’ve coached them with unsatisfactory improvement, you must help them find another position, preferably in another company. These are hard conversations to have, but your profits depend on them. You’ll also notice morale will quickly increase in the impacted department.

For help on training your staff to deliver great customer service consistently, my Excellent Service Skills: Start to Finish training package will give you everything you need, step by step. Don’t let the service your staff delivers drive customers away. Let your service reputation be the reason your customers WANT to do business with you.

Good Business Is About Showing Customers the LOVE Through Good Customer Service

The secret sauce to getting more customers and making more money? Show Your Customers The LOVE!

It doesn’t get any simpler than that.  Think about the way we build personal relationships… we see someone we are attracted to, we do things to get them to notice us, we try to find out more about them, we do things to try to impress them, we pay attention to them, we notice what makes the happy and/or sad, we do our best to make them feel good or happy. If we really like them, we do whatever it takes to make them want to be around us more. It becomes mutually beneficial. Both people discover things about each other that make them enjoy each other’s company and continue to see each other… and quite possibly marry each other for life.

Now, that mini-therapy session was my gift to you… but there is a lesson in it.  The SAME EXACT principles come into play in business relationships as well.  You know your target market or ideal customer, you market to them, you try to find out what they need/want, you impress them with introductions or sales pitches or networking, you pay attention to what they say to tailor your solution around them, you notice what they want, don’t want, you do whatever you can to keep them coming back to you first for your product or service. The benefits to both are that you are making money from them and you are providing them with a solution for their needs.

I’m the first to agree that all relationships require some work, and yes, are sometimes stressful. And yes, sometimes they don’t work out, but it always requires some effort. As the saying goes, all good things in life require effort. In business, because customer needs and demographics are constantly changing, we really need to be in touch with our customers. What’s important to them? What do they need? What is it about our product or service that works for them? What isn’t working for them? What would they like to see changed or improved? As in all relationships, communication is key.

The extra bit here is that in successful relationships, both people need to feel valued and special. Yes, I was a Psychology major in college and it continues to amaze me to the degree that companies neglect this aspect in business.

If you’ve ever been on one of my webinars or in my workshops, you’ll know I ALWAYS start out with the statistic that the number 1 reason people stop doing business with a company is because they didn’t feel valued or special. People/customers want and need to feel that their business is valued by the vendor. To do so, we need to show our customers the love.

Here are a few suggestions on how to do just that…

  • Make sure that you learn and USE your customer’s names at least once during your conversations. Even if it’s when you say goodbye… it makes an impact and sends the feeling of a relationship. Example: “It was nice catching up with you today, Kristina. I’m looking forward to seeing you again soon.”  “Thanks for calling with your question, Kristina. I’m always happy to help.”
  • Take an objective look in the mirror and ask yourself WHY people should like to do business or work with you. If you can’t think of many, you may want to think of what you need to focus on to make working with you desirable. Remember the saying… If you want friends, BE a friend. This same concept holds true in business as well. Want more clients/customers? BE friendly and NICE. The #1 reason people stop doing business with companies is because they are treated rudely and indifferently.
  • Go a little out of your way to show your customers/clients they are important to you and you value them. Ask them questions that show you care and are interested in what they are saying or about their industry/business.
  • “The difference between ordinary and extraordinary is that little extra.” – Jimmy Johnson
  • Let them know in your conversation or email that you truly enjoy working with them and value their business. Most companies don’t do this and people notice on the rare occasion that it happens. This is your chance to stand out.

Do this regularly, not just on important dates like Valentine’s Day because you “should.” When you work on making good customer service a habit and your customers can come to count on it, you’ve struck gold in the relationship game. The proof is in your bottom line… and by the glowing way your customers will speak about you and your company.

"/*" "/*"