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Never Underestimate the Value of a Happy Customer.
The
relationship between the business/service provider and the
consumer/customer is obviously a crucial one, and one can find a
whole rake of material on the subject online. One of the most
frequently used clichés relating to customer service is, 'the
customer is always right'.
I'm sure that line is familiar to all of you, and that very fact in
and of itself highlights just how important a feature of our society
the transaction between business and the customer has become. Most of
us who have worked in a customer-facing role have had to abide by
this rule no matter what. Of course sometimes the customer is not
right but it is most often better from a financial and business point
of view to pretend that they are.
The
relationship between businesses and their respective customers can
differ rather significantly depending on a number of factors such as
the type of industry or the service being provided for example. Hence
the level of customer care can also vary extensively depending on
these factors and others. I think hotels are always a good example to
use when looking at the differentiation in levels of customer service
as it is easy to decipher the processes involved. A two-star hotel
will obviously not be able to offer the high level of personal care
and attention that The Ritz might afford it's guests for instance.
There
are also differences in the expectation of the customers, for example
one's expectations in terms of the overall experience of buying a
bunch of bananas at a supermarket will vary greatly from one's
expectations of buying an expensive piece of jewellery from a
high-end jeweller's. One of the key factors in helping many
businesses to streamline and in cases, to modify their customer
service approach is due to the increased use of product engagement
software and other such analytical tools which help to not only
collect data, but interpret it in a way which will help your business
and your customer relations.
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Anyone
who has a business website of any kind will know the importance of
understanding the analytics
of a business,
as well as how such data can help to guide the business in the right
direction and to stay one step ahead of the customer so to speak.
That is to say, with good foresight and a correct interpretation of
such data one can make better informed decisions about the business
in general, and with regards to customer service and 'success' in
particular.
The
aim of the business in terms of customer service is to ensure they
are happy and successful in their experience with your business in
order to (hopefully) have the customer return for future
transactions. Another by product of good quality customer service is
that to this day, some of the best advertising is done via word of
mouth, and for small businesses or for start up companies this really
can be the difference between success and failure. Therefore by
keeping your customers happy, you will increase the chances of your
business being referred and recommended to others. It is due to such
reasons as this that the value of customer service and 'customer
success' is so integral to the success of any business, no matter the
scale.
Customer
Success: What is it?
Customer
success is a term used to describe the process of a customer
encountering a business with a particular desired outcome in mind,
who through interactions with your company, (either directly or
through a service or product), achieve the desired outcome. In simple
terms, when a customer walks out of your business with a smile and a
spring in their step = 'customer success'.
Image Source Pexels
How
Can You Determine How Happy Your Customers Are?
By
utilising product
engagement software
one can easily gather data on various aspects of your customer's
experience, including how they interact with and use your
service/product. By analysing the data you will be able to see where
your business has room for improvement in offering the customers the
overall experience and interaction they desire. One such platform
which provides this service is UserIQ.
If
you decide to implement this software into your business you will
soon start to gain a greater insight into the full customer journey
that your customers' experience. In the long term this data can be
used in the decision making processes relevant to improving and
maintaining healthy customer relations, and enabling your business to
go from strength to strength due to the fact that the data is also
presented in a contextual way, not just a random list of figures and
statistics.
If you have experience of implementing product engagement software in your business it would be interesting to hear how the use of it affected your business.
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