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Do you have a customer service plan in your business?

3d Group of customer service related words
3d Group of customer service related words
When you started your business, did you have a plan for setting up customer service policies in your business plan?  Is there customer service policies and trainings for when you hire and train new employees?  Is customer service even in your mind when you are designing your business plan?

No!

Then you’d better start thinking about policies to create good customer service in your business because the customer experience is becoming crucial for a brick and mortar business and internet businesses.

According to Desk.com,  82% of people say they’ve stopped doing business with a company because of poor customer service. What’s worse is that 39% of those lost customers will avoid you for two years or more after that experience. As you can see, customer adoption and retention relies heavily on great customer service from Best practices for customer service training.

Just look at this article about Time Warner Cable and how their customer service rating has dropped critically for some simple customer service which they could easily improve.

Time Warner Cable had the lowest customer service rating of all cable companies in 2015, according to Consumer Reports, and lowest of all U.S. companies, according to another consumer agency from Calling all Time Warner customers to unite against its dreadful customer service

Word of mouth

What is the most effective and cheapest form of marketing for your business?  Word of mouth by your customers can increase or quickly decrease the revenue for your company.  People who have a bad experience will 10 times more other people about that bad experience than someone who has had a good experience. 

In 2012, the President of The Cheesecake Factory shared that his company’s marketing expenses are less than 20% of the industry average due to great WOM (Word of Mouth) from How Customer Service Interactions Foster Word of Mouth

Customer Experience

Since the customer experience is the relationship between your company and your customer, you need to identify what kind of relationship this would be. Some things to ask yourself  include:

The image you want to have in your customers’ minds.

The emotions you want interactions with your company to spark in customers.

The culture of your company that you want to convey to your customers.

Your company’s personality and how your customers see it.

Good customer service is ensuring that during every stage of this journey your client is taken care of, including, of course, providing an excellent product at the end of the journey  from Make Your Clients Ambassadors For Your Business With Good Customer Service.

Now, with customers willing to sign up with their email, address and answer surveys or contests or be willing to give feedback on a company just for a company, there is plenty of statistics and data on the internet to learn about your customers.  Google Search and Bing and Yahoo are providing search engines so they can collect information about what people want so they can sell ads etc.

 According to Forbes

Software can track how you like to buy how long you stay on reviews, the amount of time you spend comparing other products and more. With this data, you can customize your customer’s buying experience. For example, if your customer loves reading reviews, the next time they come to your website, the reviews may be at the top from  The Year Of The Customer: 16 Customer Service And Experience (CX) Trends For 2016

 Customer Culture

Consumers may want to purchase a product, but they want to do it in an atmosphere, online or in-store, that makes them feel something positive from Why You Should Think Less About Sales and More About the Customer Experience.
Just look at Starbucks where the coffee is distinct  and “hanging out” in Starbucks is an event. “Going for coffee” has become part of the North American culture in less than 20 years.

coffeeCompare your business to Starbucks and ask yourself:

Is visiting your business an experience?

Is your website easy to navigate?

Is your website easy to find your contact information?

Do you have  friendly, timely answers for anyone asking  for help?

Is a plan for customer service in your business plan?  No. Then come join us at the business of at home business newsletter to learn more about customer service!

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