To make sure this collaboration spans the long-term, set a larger goal to improve a customer experience-based metric , like NPS. Then, put the responsibility on every department to move the needle. Business owners take a huge risk when founding a company. For scaling start-ups, providing an excellent customer service experience is the surest way to keep up momentum and minimize loses. Reasons for failure range from lack of funds, to misunderstanding of market value, to inability to sustainably scale.
Customer service is one of the most under-valued assets in business. If you can prove its worth, and get your team on board to harness its power, its success impacts every level of your organization. These stats, examples, and explanations should help you get the funds, resources, and support you need to prioritize customer service in your company. Start your free trial of Groove to get access to simple reports and actionable customer insights that you can share with your entire team.
Customer service experience goes beyond call centers and emails. Learn how to leverage great customer service experiences to drive business growth. Get the 10 most valuable customer experience analytics for small-medium businesses, broken down in practical terms, with real-life examples. Groove can help you leverage support insights to improve customer retention, growth, and revenue—without adding complexity or losing your personal touch.
Start your free trial. In short, happy customers lead to more money, growth, and sustainability. More to the point, I need to help you help your company prioritize it. Revenue increases with good customer service 2. Happy customers build a better reputation 3. Retention correlates to customer satisfaction 4. Churn decreases with more customer care 5.
CLTV improves with better customer service 6. Employee happiness correlates to customer happiness 7. Company culture strengthens with improved customer sentiment 8. Brand awareness soars with positive customer experiences 9.
Marketing spend lessens with more customer advocates Valued customer service unites goals and processes Business longevity relies on satisfied customers.
Drew: What are the top 10 obstacles to providing great customer service? Drew: Some suggest that you either have the customer service gene or not. Can it be taught and if so, what are the keys to successfully teaching it? Front line employees do not make enough to drive Mercedes Benz, fly first class, or stay at five star hotels, yet leaders expect those same people to provide a world class experience. They do not have clue what truly world class is. Drew: What do you find to be most surprising when you think about incredible customer service?
John: When someone anticipates your needs before you are even aware of it and when someone handles a challenge even when it is not their fault. Drew: How will someone be different after they attend the Secret Service Summit? John: The Secret Service Summit is about creating a customer service revolution, which is; A radical overthrow of conventional business mentality designed to transform what employees and customers experience. So what do you think? Is he right? Do you think everyone can be taught how to deliver exceptional customer service or is there an innate gift that makes some people remarkable and others just passable?
I believe some people do have an innate gift for being a people person and for them good customer service is easier. For those of us who do not, I believe if we start with a good attitude and a genuine willingness to help others then as we grow and learn on the job our confidence will also grow and that process will help us to achieve great customer service.
So first you have to hire good people using tools that identify the aptitude and more importantly the attitudes of service in new employees. This is not the way to run a business. You and I both know that if we treated my customers and clients the way I have been treated this week, we would be out of business.
In my speeches and trainings, we focus on adding value to the customer, delighting them, giving them so much more than they expect. Often what happens is they become viral advocates for your business and tell others how great you are. Maybe one of these days conglomerates will start to understand that- as their customers leave in droves. I am certainly thinking about it.
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