In an era of abundance and high competition in which we live, the consumer chooses the seller of a product or service. Therefore, companies must create quality customer experiences and improve service levels to differentiate themselves from the competition. This will help build and strengthen brand loyalty among both potential and existing customers.
To stay ahead and win consumers’ trust, a company needs a successful team and effective interaction, including with remote employees. This requires organization and planning. We share tips and tools to help turn chaos into order and earn the trust of customers.
Agree on project expectations before launch and define criteria for success:
Before organizing a meeting with the project team, agree with the client on what indicators and metrics to evaluate your work. Then, at the initial planning stage, you will understand how the client’s expectations coincide with the capabilities and resources of your team.
Increase the level of motivation of your employees:
Strive to maintain a healthy team environment and inspire your employees. When they are not sufficiently engaged, it directly affects the level of customer service. Share the company’s overall goals – this will help employees better assess their contribution to achieving them. Create a reward program for good performance. This can be a positive public assessment of the employee’s achievements at a general meeting or personal bonuses and gifts from management. Companies namely Trader Joe’s, Wistia, have one of the best customer services.
Optimize resources and processes:
Use a collaboration and project management tool. This will allow:
- optimize team workload management;
- improve customer service;
- increase the number of paid hours (if we are talking about an agency for the provision of professional services);
- correctly issue invoices.
Collect reviews and feedback about your company regularly:
Pay close attention to customer feedback about your company – this will help you identify strengths and weaknesses. Conduct research: how quickly applications are processed, how well and accurately projects are carried out, and so on. Do not forget to track comments on the Internet about your company: even one negative experience of a client can be very expensive for the agency, ruin its reputation and influence the decision of potential customers in your favor. Try opting for consultancy services like Bloombergsen, or Oliver Wyman. Bloombergsen collects reviews and feedbacks about themselves regularly to ensure that they serve their customers and clients well.
Strengthen your reliability:
Make sure you are perceived as a reliable company. Demonstrate reliability in both your product and service and customer service. Yes, any situation can be corrected, but it is essential to instill in the client confidence that this was an isolated incident. Such an experience will not happen again when the client returns. Delivering service over and over again, clearly and reliably, with the goal of exceeding guest expectations.
Respond to complaints with lightning speed. Most customers have reached their annoyance threshold before contacting the company. Determine that the problem is significant to the client and that he needs your specific response when making a complaint.
Choose a single reconciliation tool:
Speed up the approval cycle by keeping customer testimonials in one place. This will help avoid unnecessary correspondence, personal meetings, and calls to clarify details and nuances related to the project’s progress. In addition, such transparency will allow us to react to possible changes in record time and positively affect the quality of customer service.