14/01/2023
The No. 1 way to lose customers?
Poor. Customer. Service.
The most amazing advertising in the world won't remedy poor customer service.
In fact, 96% of your customers will leave you due to bad customer service according to Forbe's 2020 Achieving Amazing Customers Study. That's almost everyone!
And consumer expectations are high when it comes to customer service, and they are only getting higher.
How can you improve?
1. Allow customers to find a quick answer to their questions when buying online.
2. Allow the customer to be in charge of their own narrative. Provide them with the opportunity to use an AI-driven chatbot, a knowledge base, a FAQ, or the ability to speak directly with a service agent.
3. Make sure your digital channels are open for customer service communication. There is nothing worse than sending a message on social and getting no reply back!
4. Adopt an omni channel philosophy. Customers have become used to being able to interact with brands on multiple channels, including their websites, mobile apps, emails, phones and brick-and-mortar storefronts. They expect a consistent, frictionless experience across all of a brand’s channels.
5. Try to offer personalised customer experiences such as past purchase history and knowing the customer’s name, address and contact info.
6. Benchmark your customer service from the best in the world, not just from your industry. Think Apple and Amazon.
7. Be honest. If there is an error made on your part, own up to at and do your best to fix the situation or offer a refund.
8. Have a process to deal with complaints. Don't have customers jumping from Billy to Bob repeating their issue with no log of previous conversations. This is the worst type customer service in my opinion.
9. Don't have too long a wait time on calls or offer a call back service.
10. Try to match your customer service with your image.
10. Reply to customers promptly.
11. Be nice, be nice, be nice! Insensitive communications are not welcome.
Create a customer service checklist for your brand for 2023 and prioritise ways of improving.
Shoutout to some brands that I've had amazing experiences with in the past few months. Harvey Norman Ireland Monart Destination Spa White & Green