Great customer service is one of the most important aspects of the business. We hear a lot of stories and there occurs a huge amount of negative coverage about companies that deliver poor customer service, and we don’t hear a lot about companies who are doing it right. At this age, it is essential to stand out and one needs to rethink and improve customer service.
According to American Express, consumers allow themselves to spend 17 percent more when working with companies that are known for delivering excellent customer service.
Especially in the digital world, where a consumer is encouraged to check reviews and find out how other customers have interacted with a company before engaging with them. Good customer service has become ever more important. While several factors can affect the experience of a customer, customer service is one of the top indicators of how your brand or company is perceived as.
Customer Service is especially important for small businesses and startups. This is one aspect that they can control and use to effectively compete against big companies. You can’t control your competition, but the type and quality of customer service you provide are completely in your hands. This is why you should put extra focus on trying to up your customer service.
Now a days every business use Customer Experience Management Software to increase the costumer satisfaction.
Also read : Top 10 customer support solutions
However, as it can be hard to figure out what changes your customer service needs, here are a few examples of exceptional customer service and how you can learn from these companies -
Amazon is one of the most quoted examples when talking about great customer service. But what makes them exceptional? This widespread eCommerce company keeps customer service as their priority, along with dedicated and extensive help pages and multiple ways to contact them for help. Its return policy is also an excellent example of how they keep put customers first. They have often put customer service as a priority in ways that cost them their profit. But it ensures a lifetime of loyal customers and good publicity.
Jeff Bezos, the CEO of Amazon himself says “We’re not competitor obsessed, we’re customer-obsessed, we start with what the customer needs and we work backward.” This kind of dedication, when it starts at the top of the company and trickles down throughout is when you know a company has great customer service.
Spotify’s design and program itself is created in a way that it learns a user’s preferences by screening their music taste and songs, and uses this information by creating and providing personalized playlists as well as radio stations. Spotify tries to make interacting with customers and providing customer service fun, it has started a practice in which customers who tweet questions to their company are sent individual playlists designed in a way that it answers their questions. It also releases themed playlists in correlation with pop culture themes and popular styles. It is important to make your customer service fun and personalized and have a prompt social media team, which attracts customers.
Lyft keeps up to date and focuses on issues that pertain to the real world. For instance, with the recent rise in awareness of global warming and the seriousness of this situation, Lyft announced a commitment towards minimizing the harmful extensive environmental impact of a large number of car rides it provides every day and declared all of its rides to be carbon neutral by purchasing carbon offsets. Lyft has also contributed around a million dollars to the American Civil Liberties Union (ACLU), to help them fight against an executive order that restricted immigration from Muslim-majority countries to the United States of America. Lyft is focused on current issues that are important to customers with various initiatives like these.
An essential part of great customer service is to be aware of current affairs and take action when it is needed. Millennials are especially interested in doing business with companies that use their resources to give back to those in need and have similar interests. Many customers believe that it essential for companies to take stands on current issues.
Coca – Cola
Coca Cola is also one of the brands that focus on social issues and strives to make a change at the core level. One of the most important aspects is that they not only donate to big charity or organizations but also have initiated efforts to pump money into local charities. Coca Cola started a ‘Thank You Fund’ based in Ireland wherein they have tried to fund projects that inspire and support young people in Ireland and Northern Ireland, along with their partners Irish Youth Foundation and Youth Action Northern Ireland. It has donated around 900 Euros with this initiative to local charities and non-profit organizations.
A very important facet of great customer service is high levels of employee satisfaction and engagement. They are so deep commitment to the idea of exceptional customer service, that they have given any employee the power to spend up to $2,000 per day to improve the stay of guests. John R. DiJulius is the President of a leading customer experience consulting group, who has written about the customer service of Ritz Carlton Hotel in his book.
DiJulius accidentally left his laptop charger behind in one of their hotels when he left. The hotel sent him a next-day air package with his charger, along with an extra charger. The package carried a note personally signed by someone from the hotel’s Loss Prevention department which said “Mr. DiJulius, I wanted to make sure we got this to you right away. I am sure you need it, and, just in case, I sent you an extra charger for your laptop.”
This level of customer service was only made possible by empowering their employees, by which they felt more engaged and took on more responsibility.
And even if you don’t have a large budget like that of this hotel chain, it is possible to keep your employees engaged through different means, or having a smaller budget to wow and give customers a memorable experience.
Customer Service is not limited and companies can be very open and creative about the kind of experience they want their customers to have. Be as open when interacting with customers, keep your employees engaged and empowered to bring more customer loyalty and focus on what the customers want, and basing your business model around it instead of having it the other way around. Having great customer service will make you stand out and it is the one thing you can control, especially while competing with business giants.