Transforming the Customer Experience

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Personalize to Improve Your Customer Satisfaction & Make Your Customers Happy!

Improving customer service and profits… many companies make this so very complicated. Once you realize that you can design service into your processes, it makes much more sense. The magic happens when you’ve committed to the mindset and process required.

Here are a few strategies to get you started…

  • 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.

Remember to use these quotes and tips during…

  • The beginning or ending of any and all meetings – leadership, management, and staff
  • Huddles
  • Company or team bulletin board
  • Newsletter – either external or internal
  • Daily and / or weekly emails
  • Training sessions

I’d love to hear your thoughts and comments below!

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.

 

Niceness Makes ALL the Difference in Reducing Patient Angst

Customer service and being nice can make or break a first impression, especially in a medical office. My family recently changed insurance companies due to the recent health care changes. We were heartbroken that this also meant we had to change our physicians we’d been with for the past 10 years.(To be accurate, we could have stayed with them, but it would have cost us an additional $300 per month.)

Anyway, I’d finally been able to find a location close to our home that was accepting new patients. I called and informed the receptionist of our dilemma of being entirely unfamiliar with the doctors and hopeful that we would find the right fit for each member of my family. She immediately took care of my uneasiness by saying “Well, that’s what I’m here for and I’m happy to make any recommendations and answer any questions you have.”  This impressed me immensely.

After setting an appointment for one of my sons just two weeks out, she then said “I’m working that night, so I’m looking forward to meeting him. Just have him ask for me, Merrit, if he has any questions and I’ll make sure he’s taken care of.” I was blown away.  I used to manage medical offices in my past life and I wish I could say I’d had staff this welcoming at that time.

When I was done getting everything set and the appointments made, I complimented Merrit on her ability to take a situation that I admittedly was very anxious about and putting my mind at ease. I told her that I’m a consultant in customer and patient satisfaction and that I wished I could take her on the road with me to show how things should be done.

My point here is that you really need to understand how sad and anxious I was about switching doctors for my family. Just by her kindness and genuine helpfulness, she took the time to answer questions and to be sure that I felt as comfortable as possible with how we had scheduled things. If only we could do this in all aspects of business. Patients are customers too and she acted like she knew it. I haven’t even been to the office yet and I’m already telling a few folks how please I am with the new health clinic and staff. This is the type of recommendation we want from all of our customers. My trust level is high right now and they’d really have to mess it up to change my mind.

Remember, people do business with those that they know, like, and trust. Take a lesson from Merrit and do whatever it takes to make your new customers/clients/patients/guests feel welcome and happy they decided to do business with you.

I’d love to hear your comments below…

Excellent Customer Service is PROACTIVELY Connecting the Dots

One of the best ways to increase customer satisfaction and to improve the customer service skills your staff delivers is to encourage your staff to proactively “Connect the Dots” for your customers.

Customers are looking to service and product providers not only to help make the purchase, but to help them accomplish their goals as quickly as possible.  This may be considered managing their expectations better, asking better questions during the initial sales or consultation, or walking them through the process, but ultimately it is connecting the dots of the entire process to make life easier for your customer.

Case in point, a client of mine recently repainted his daughter’s room.  He decided to do the job himself and headed off to the home improvement big box store.  On his first trip, the employee helped him purchase a gallon of the right color paint, handed him some painter’s tape since he said there would be a design his daughter wanted on the wall, and suggested a paint roller.  He headed home and began painting.  He became a bit frustrated when he had to use three strips of  tape to get the desired width of color blocking and when the paint did not cover as much area as he’d hoped it would.

He headed back to the store and another employee helped him find what he needed.  But this experience was different.  This employee asked him questions about the project and then proceeded to give him the same brand of painter’s tape that was  wider to reduce the amount of tape needed, gave him a larger quantity of paint, told him how to ensure the best coverage with a better roller, and gave him a few paint stirrers since my client mentioned that he’d had to use his wife’s wooden spoon to stir the paint.  He also talked about the pros and cons of using an edger versus a paint brush to handle the corners and edges.

The point here is that the first employee helped my client, but only extended the bare minimum effort necessary.  He was able to start the job, but with large amounts of frustration.  The second employee asked a few more questions, then helped him assemble everything he needed to complete the job easily with no additional trips to the store.  When my client told me about the tape, he said “It never occurred to me that there were two different widths of painter’s tape.  I just wish the first person had offered me the choice and I would have picked the second one.  I just didn’t know what I didn’t know.”

Being proactive means letting the customer know everything you feel they need to based on their reason for consulting you.  It means letting them know who will be contacting them next to move the process along and what they need to do in the meantime to prepare.  It means not making your customer feel like they are at fault for not knowing things that are your job to educate them on.

Customer loyalty and satisfaction increase when customer service includes thinking one step ahead for your customers and helping them connect the dots of the entire process.

How to Drive Customers Right Into the Arms of Your Competition

Many studies suggest that a lot of customers are non-confrontational and won’t address a complaint with a manger of a business.  They’ll simply take their business elsewhere without telling you why.  Many businesses aren’t even aware that they are losing you as a customer in the first place.  Following are some sure fire ways to lose customers without even really trying to.

Don’t acknowledge them. The best way to let your customers know that you are glad they came into your store, company, or office is to properly and immediately greet them. If you make eye contact and genuinely introduce yourself and ask if you may assist them in any way, they may get the distinct impression that you actually want to serve them and gain their business. In order to have them leave quickly, be certain to ignore them when they come in, don’t be available for questions, and be as uncommunicative as possible.

Don’t ask them any questions or identify their needs. By asking questions to identify the needs of your customers, they will think that you are trying to ascertain which product or service of yours, if any, will best suit their needs. Just tell them in as few words as possible what products and services you offer. Say your script and, if they ask any questions, repeat the script again.

Be sure to drop the ball. When customers ask questions, tell them that you will get right back to them, but never return the call. When you promise them something on a specific date or time, make sure that you are days late without warning them ahead of time. Make sure that no one else in your office knows what is going on with this customer, so that if they happen to contact your office while you are gone, no one else will be able to help them. If customers think that you are a reliable company, accountable, and deliver what you promise, they will be more likely to return to you. Is that what you really want?

Don’t train your staff. If you tell your staff as little as possible and keep them out of the loop on company news, products, and services, they certainly won’t know how to pass any of this information along to your customers that you are trying to lose. By having staff that is well informed on the company, well versed in products and services, it just gives the impression that you know about what you provide and that you are anxious to make sure the customer gets full benefit from it.

Just deliver the goods and head out. When you deliver the product or service, do so without offering any help or suggestions. Make sure that they just get your “thing” without fully understanding what it does or how to use it. Most of all, make sure that you don’t call them to ask them how they liked it. If you deliver your product or service and fully explain what it does, how to use it for their needs, you may give the impression that you know your stuff. Customers like it when they have someone who knows what they are show them how their new purchase works and how will benefit them or their company.

Never look back. By never following up with your customers, you can continue doing business exactly the way you want to. You don’t have to listen to any suggestions from customers on how to improve any products or services, or how your company may better fit their needs. If you do follow up with your customers, they may think that you value them and customer retention levels rise. Customers will also develop loyalty by thinking you are willing to do certain things to keep them coming back for your product and to your company. If you tailor your products and company to better serve your customers and increase customer satisfaction, they’ll just keep pestering you for more.

To receive some valuable tips and strategies that you can immediately apply to win the hearts of your customers, click here to receive 50 Customer Service Tips Made Simple.

Measuring the Results of Customer Experience Efforts

How Can I Tell if Our Efforts to Improve the Customer Experience are Working?

I'm asked this question repeatedly by business leaders.  They understand that the customer experience is more important than ever before.  They believe that they are delivering excellent service and they want some sort of mechanism on how to measure any improvements.

MEASURING CUSTOMER EXPERIENCE EFFORTS

MEASURING CUSTOMER EXPERIENCE EFFORTS

There are many different answers to this question. There are several different ways to survey your customers – online, by phone, email, etc. In surveys, you want to be certain to get your responses both in a quantitative method and qualitatively. The quantitative answers will give you the rating you are looking for and the qualitative answers will enable your customers to answer free form in their own words.

But the two best ways to measure your customer service and satisfaction are 1) by looking at your profit increases and 2) to actually have conversations directly with your customers.

No mater what your business model, these two methods are very basic and revealing. For example, a country club is trying to increase it’s membership. They think they have all of the amenities and options that their members want, they’ve scoped out the competition, and they’ve got the best golf pros around. The challenge is that they have seen profits and membership plateau despite best efforts to increase their numbers.

So by looking at the first measurement, their profits are stable. Now is the time to examine the second measurement – talk to the club members themselves.

By speaking directly with the members, it is their golden opportunity to find out exactly what their member want, like, and don’t like about the club. Having direct communication with members will also increase the relationship between vendor and customer and turn it into a partnership. Once the members recognize that the club truly wants to provide what they want, they will be more forthcoming and tell them exactly what it will take to keep them there.

The final step in this process is crucial – you must act on the information. While it is certainly not feasible to integrate or act on every piece of feedback, it is crucial to consider it and follow up on it. There are many different ways to consider and follow up on the information, all the while keeping the customer informed along the way.

The communication process that has strengthened the relationship between the club and the member will now pay off in profits because the members will be personally invested in the club. They will start to buy more of the services provided because what they wanted is now being offered. Membership levels will increase because the first string of customers have now become raving fans of the club and they are encouraging all of their colleagues, friends, and acquaintances to join.

It has now become a win-win situation for both the country club and the members. The club is seeing more positive feedback from their members and getting more voluntary feedback because the communication paths have already been established. The golf club also enjoying higher profits and membership levels, and the members are enjoying better service, amenities, packages, etc. because they are getting exactly what they asked for and are willing to pay for it.

Google “Gets” the Customer Experience Through Service

I’m sure that Google is under impressed with my internet skills. I’ll start right off by saying that I am certainly no “techie” and that any errors that you find on this site are likely going to be “operator error.”  Me being that operator.

That being said, I ventured off into the world of “techies” to write some articles and needed to find some keywords to capture my target audience.  In the process, it appeared that when I signed into Google to use their tool, it required me to create an ad.  I don’t do ads for my business and was not interested in that at all.  After spending about 30 minutes trying to navigate the site, watching the instructional video, and extreme frustration setting in, I finally contacted Google at their contact number.

After going through about 4 different automated attendant menus (which I can’t stand) I then waited for the customer service rep for about 2 minutes.  Based on the auto attendant process, I was prepared to have someone be very aloof, indifferent, and even a bit condescending to me about my lack of internet programming knowledge.

I couldn’t have been more impressed with the empathy and caring nature of the Google CSR that took my call.  She completely empathized with my situation and assured me that she would walk me through the process without me having to create an actual ad.  With her help, I was able to get the help that I needed and I was on my way.  I was even so happy that I mentioned how impressed I was with her help to my husband later that day and so relieved that it was such a pleasant experience when I was expecting a painful one.

My point is this…  Business owners should make it easy for their customers to ask for help and assistance.  Not everyone knows how to use the products and services they purchase and help should be easily available.  Customers cite many occasions when they look for assistance but are either unable to find it or are so frustrated by the process, they just neglect the purchase and vow never to do business with that company again.

This dilemma knows no boundaries.  It doesn’t matter if you are a small or large businesses, corporation or “Mom and Pop” shop, financial institution, fast food vendor, pet store, or medical office.  Your customers will ask for help. It’s your responsibility to give it to them… with kindness.

Your thoughts?

 

Customer Service Question -Does Your Business Have a Pulse or a Wire?

Where’s the customer service these days?

Improving customer service and the customer experience is more important now more than ever. And the best part is – it’s SIMPLE.  Keep in mind, simple doesn’t always mean easy, but it can be started simply by focusing on the fact that you are people delivering products and services to other people.

One of the biggest complaints that I hear about companies today is that they are so “processy” and “systematized” that customers wonder if humans work there or is the place being run by robots?

Yes, we need to have processes and systems to run our businesses, but the people running the business need to be just that – PEOPLE.

Customers are looking for one main thing in their transactions that can set you apart from your competition, or anyone else they’ve recently done business with – a RELATIONSHIP.  When people buy from you, they aren’t buying your product or service, they are buying the promise that you will answer their questions, help them find the best product or service you offer to meet their needs, to hold their hand throughout the process, and be there to help if they run into trouble.

Yes, people consider product and price, but with both of those being comparable, the decision always comes down to emotion.  People make their buying decisions based on emotion, then back it up with logic.  If they feel like they know, trust, and like you, then they are likely to buy from you.

Customer service is about delivering a quality product or service, but then providing the emotional support of service.  This means that you need to engage with customers, get to know them, ask what they are trying to accomplish, what are their struggles in this accomplishment, etc.  When you truly engage from a genuine place of customer service and it is your goal to do everything you can to delight that customer, you’ll win a customer for life.

Businesses that don’t focus on the customer relationship are those that are filled with ominous forms, stores with lackluster salespeople, customer service reps that barely look you in the eye, and seem completely disinterested in being there until quitting time.

Energize your staff, especially now during holiday shopping season, and remind them that without the customers, they’d have no place to earn paycheck.  These customers need to be treated like gold.  They want to see smiling, happy faces that are ready, willing, and able to help them.

If you settle for anything less, you may as well hire a robot to serve your customers.

 

Amazon Delights Customers with Sunday Delivery

Online retailers have always used Amazon as the standard to strive for when competing for customer loyalty and satisfaction.  But now, the renowned online retailer has yet again surpassed expectations for  the customer experience in the larger metropolitan areas by offering Sunday deliveries.

This is yet another example of “What is extraordinary today will become tomorrow’s minimum standard.”

The Business Insider just announced that Amazon will begin offering Sunday deliveries to it’s customers on November 17.  Yes, this is a move to drive more shoppers to enroll in their Prime program, but I see it as a way to yet again exceed the expectation of the customers.

Smart companies continually ask themselves “How can we take an ordinary experience and make it stand out?”  Certainly, delivery of products doesn’t leave much room for fancy workings, but teaming up with the USPS to make it happen is something that has never been done before and certainly takes things to the next level.  While most of us may not NEED Sunday delivery, the fact that their stock prices more than quadrupled in a few hours certainly indicates it is something that most consumers WANT.

Discovering what consumers WANT and delivering it is the magic sauce.  Of course, most companies don’t wield that level of influence, but what can your company do to make ordinary processes seem special?  What can you do to make yourself stand out in a way that makes the mundane seem delightful?

Once you come up with that answer, look for ways to make it happen.  Rather than listen to the naysayers, simply say “I know we can’t right now, but what would it take to make that happen?”  As they are listing everything that would need to change, they are giving you the action steps needed.  So, take action and make it happen.  Delight those customers in ways they haven’t expected.  Then, rinse and repeat.

Your customers will thank you for it.  Just ask Amazon how well it works.

I’d love to hear your comments below.

 

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