Today, our customers have many ways to achieve us to request service or buy our products and services. The escalation in social networking usage and number of sites available to achieve us has caused it to be much simpler for our customers to give us feedback. What it has done is enhance the bar, raise our customers’expectations as they connect with response time, how quickly we answer their needs, questions, issues and concerns. We could manage the consumer experience, irrespective of how exactly we communicate using them, by creating and implementing a customer support plan aligned with this business management and growth plans.
Within their seminal article on the web link between service and profit, “Putting the Service-Profit Chain to Work”, the Harvard Business Review authors found that a five percent escalation in customer loyalty gets the potential to supply a profit increase of ranging from twenty-five and eighty-five percent. This really is significant. Why wouldn’t every organization seek to construct a customer support plan and procedure that increased their profit? The businesses cited by these authors were able to increase their profits, not only by improving the amount of customer support they provided, but by improving the amount of loyal customers they serve. They try this by carefully selecting their customers, understanding and meeting these customers’individual needs and interests, and; often engaging these customers in delivery of the item or service. And they organize themselves into cross-functional teams where team members understand the goal of the corporation, practice behaviours and implement actions necessary to keep customers loyal. This’ownership mentality’encourages team members to construct relationships with the selected customers and treat them as their very own customers.
Bain and Company, inside their use Fred Reichheld’s concepts in his book “The Ultimate Question 2.0”, developed and implemented The Net Promoter System to measure customer satisfaction. The results of these case studies show traditional customer satisfaction measurement tools don’t deliver because the outcome may not ensure it is back again to the leading line employees in an appropriate fashion. Telus customer service These studies also identified that companies won’t find a way to… “achieve or sustain high customer loyalty with no cadre of engaged employees.”
So how do we, as business leaders and managers, create a better customer support experience? What can we take from the investigation shared by the Harvard Business Review authors and Bain and Company researchers that will help us to boost our customer relationships and build customer loyalty?
We could try this by building a customer support plan, a customer support plan that’s an integrated element of our business plan where we identify the consumer market we have to develop to boost loyalty and drive up profits.
We’ve conducted our personal research on customer support excellence with thirty Canadian organizations and, consequently of the research, we created the’Customer Satisfaction Practices Continuum’- a type for evaluating the consumer service degree of the corporation (or any unit inside an organization). This continuum outlines five stages for evaluation, each stage has three components – customer focus, measurement and environment. By completing the assessment, an organization is able to quickly assess their position on the continuum and decide if, they wish to implement the necessary actions to move to the next, more efficient stage. This permits business leaders and managers to balance customer support with profitability and build a customer support plan aligned making use of their business direction and goals with the amount of customer support they think is appropriate. Building customer loyalty may be expensive if investment in methods and action plans outstrips anticipated revenue. Customer care excellence isn’t about meeting every customer need but instead identifying those customers with whom we can build a relationship and providing our employees with the information, tools, processes and systems they should continue steadily to nurture these relationships. This can lead to customer referrals, the most effective and most affordable approach to all.