In the fast-paced world of customer service, everyone chases the perfect customer experience. The result is that client expectations have never been higher than now. You’re no longer simply competing with your direct competitors, but also every service experience your client has had.
Failing is not an option because there’s always someone waiting in the wings to replace you. But where do you start? How do you improve every interaction that your client experiences?
The answer is simpler than you think. You must take a step back and get to know your client again. Customer service must change because our clients evolve. As they change, so do their needs, expectations, and dealbreakers.
If you use the same tired personas you developed ten years ago; you’re starting from behind. But it’s not too late if you step up and reacquaint yourself with your target market. With a little research, you can reinvigorate the customer experience and reclaim your leading position.
For a head start, read through the interesting infographic below. It’s a short five-minute read that’s packed with useful information.
Did you know, for example, that only four out of ten customers will give you a second chance after a bad experience? The other six will leave and look for an alternative option.
Just that one fact highlights the stakes of the game. Many companies construct elaborate procedures to recover customers after they fail them. Unfortunately, by that stage, it’s too late. More than half of those clients will move on without looking back. Add in the cost of recovering that client and rebuilding their trust, and it’s a losing proposition.
Companies should work smarter, not harder. By putting in the effort to deliver an outstanding experience, they can delight their clients from day one. This approach improves the company’s credibility and engenders loyalty in their clients.
A loyal client base is one of the most important assets a company can have. The customers are not only less likely to leave, but they’ll also actively bring in business for you. And, in the unlikely event that something does go wrong, they’ll be far more understanding about it. Loyal clients are more likely to give your company the benefit of the doubt.
Would you like to learn more about how to improve your customer’s experience? Do you want to know what makes your clients tick? Start by reading the statistics in the infographic below, and then formulate a plan to reacquaint yourself with your target customers.