I’m obsessed with customer service. Have been for some time. Retail brands can be wiped from my consumer consumption in a swipe if things go sideways.True for you too, right? If you don’t feel valued or respected, why should you spend your money there?!?
Customer service has never been easier or harder. Gone are the days:
- Where the employee servicing the customer are the only touch point.
- As an owner, major stakeholder, CEO you never hear about bad experiences.
- 9-5 customer service. A social world means 24-7 visibility. Customers want quick resolution at anytime of the day.
One negative experience can end the relationship.
I had a favorite clothing store, a national brand and I loved them. They were the best. They kept a book on me. I could call ahead. They would have a room waiting with items in my size and preferences.
Until one day … the manager texted me that my loyalty reward was going to expire on Monday. I went to redeem and OOPS it expired on Sunday. The manager wasn’t there, the employees could do nothing for me (even though I shared the text). I decided I would return when someone followed up. It has been 14 months.
Excellent service creates loyalty.
This year, I ordered my Christmas cards. I waited patiently, for them to arrive but after an appropriate length of time and still no cards I called to inquire. They shipped to a previous property and had been delivered and signed for. I FORGOT to change the shipping address in my profile. How did they respond? “We will express print and ship tomorrow overnight.” I asked how much this wonderful solution would be?? It was FREE because they appreciated my business. Just. Wow.
Three benefits of having a customer service strategy. Customer service:
- Differentiates. Blue Ocean Strategy by Chan Kim & Renee Maubogne tells us we need to differentiate to set us apart from a sea of sameness. Recommended read!
- Creates loyal customers.
- Creates happy employees.
Can you service your way to sales? Absolutely.
Can you service your way out of sales? Absolutely.
Do you have a customer service strategy? If not get on it. Your team, customers and P&L will thank you.