Today, our customers have many ways to attain us to request service or buy our products and services. The upsurge in social media marketing usage and amount of sites available to attain us has managed to get much simpler for the customers to give us feedback. What it has done is improve the bar, raise our customers’expectations as they relate genuinely to response time, how quickly we answer their needs, questions, issues and concerns. We can manage the consumer experience, irrespective of exactly how we communicate together, by creating and implementing a customer support plan aligned with your business management and growth plans.
In their seminal article on the hyperlink between service and profit, “Putting the Service-Profit Chain to Work”, the Harvard Business Review authors found that the five percent upsurge in customer loyalty has the potential to deliver a gain increase of between twenty-five and eighty-five percent. That is significant. Why wouldn’t every organization seek to build a customer support plan and procedure that increased their profit? The companies cited by these authors could actually increase their profits, not just by improving the level of customer support they provided, but by improving the amount of loyal customers they serve Telus webmail down 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 product or service. And they organize themselves into cross-functional teams where team members understand the objective of the organization, practice behaviours and implement actions necessary to keep customers loyal. This’ownership mentality’encourages team members to build relationships with the selected customers and treat them as their own customers.
Bain and Company, in 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 the case studies show traditional customer satisfaction measurement tools don’t deliver because the results might not allow it to be back once again to the leading line employees in a reasonable fashion. These studies also identified that companies won’t be able to… “achieve or sustain high customer loyalty with no cadre of engaged employees.”
So how can we, as business leaders and managers, create a better customer support experience? So what can we take from the study shared by the Harvard Business Review authors and Bain and Company researchers that can help us to boost our customer relationships and build customer loyalty?
We can try this by building a customer support plan, a customer support plan that is an intrinsic part of our business plan where we identify the consumer market we have to develop to increase loyalty and drive up profits.
We have conducted our personal research on customer support excellence with thirty Canadian organizations and, as a result with this research, we created the’Customer Satisfaction Practices Continuum’- a type for evaluating the consumer service degree of the organization (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 whether, they want to implement the necessary actions to maneuver to the next, more effective stage. This allows 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 level of customer support they feel is appropriate. Building customer loyalty could be expensive if investment in methods and action plans outstrips anticipated revenue. Customer service excellence is not about meeting every customer need but alternatively identifying those customers with whom we can build a connection and providing our employees with the data, tools, processes and systems they have to continue steadily to nurture these relationships. This will result in customer referrals, the most effective and most affordable way of all.
In the long run, it is focused on growing the business and driving up profits. One of the greatest ways to do this is to develop relationships between your employees and your visitors as the study clearly shows that customer loyalty is definitely certainly one of the most truly effective ways to drive up revenues and increase profit.Read More