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Expert Answers to Biz Questions
Listen in! Pick up some expert advice to a reader's question that we selected from CyberSchmooz.
4 Top Customer Service Strategies for Big Business in 2019
Businesses depend on customers to turn a profit, so it makes sense providing superior customer service should be a top priority. In fact, according to customer experience strategist Esteban Kolsky, more than two-thirds of consumers say bad experiences were the reason they switched to another company.
To prevent churn, here are four customer care best practices big businesses should begin implementing today.
1. Develop a People-First Company Culture
It’s easy to treat customers like numbers, but that's the last thing customers want in 2019. Every customer expects to be treated with the care and attention of an actual human being, and in order to do that, companies need to foster a culture that prioritizes treating people like people. That starts with treating employees well, so consider offering benefits like flex time, PTO, competitive pay and a clear path to a promotion.
For example, offering employees the benefit of working remotely has been shown to dramatically increase employee satisfaction and reduce attrition by 50 percent. If you can retain talented employees and keep them happy, they will pass along their positive energy to your customers.
2. Remove All Obstacles
In order to build loyalty, businesses should focus on reducing a customer’s effort. Make it easy for customers to find what they want and to interact with your company in a number of ways with limited wait time, no repetition and little or no transferring. In addition, make sure your return policy and customer service hours match the needs of your target audience.
Also, with digital natives quickly gaining buying power, it’s important to be everywhere your customers are. That means maintaining an attractive, user-friendly and mobile-responsive website as well as a wide range of popular social media accounts. Offer as many services online as possible so customers can interact with your brand instantly and at their own convenience.
3. Collect Data to Course Correct
Using the right CRM system should enable business leaders to collect tons of data on all past, current and prospective customers, as well as every interaction with them. Use this data to analyze how well the business meets customer needs at every touchpoint and then make corrections as necessary.
For example, if your business receives the same type of inquiry from hundreds of customers, use that information to alter your communication strategy and address common customer concerns on the front end. The key is to anticipate customer needs before customers ever need to call customer service.
4. Get Personal by Using IVR
As technology rapidly evolves, customers demand faster and more personalized customer service. To address the growing need for instantaneous and informed service, some companies link CRM data to call contact center interactions through IVR systems.
The advantage to IVR systems is that they give agents quicker access to customer information when and how they need it. Additionally, they enable proactive outbound communication and inbound self-service with a number of options tailored to customer needs. These systems personalize customer services tools while optimizing internal processes to save time and minimize negative interactions.
Rising Above the Competition
No matter how big or agile your company is, serving the needs of consumers in 2019 can be a challenging frontier. Fortunately, by treating people like human beings, removing obstacles, making data-driven decisions and personalizing interactions, your company can rise above the rest and ensure the best customer service possible.
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