The study further points out that what is truly at stake is the lifetime value of that customer. If a customer feels that an experience is low effort and efficient, they appreciate it. (Does anyone think about the Staples Easy Button ad here?) If all this is true, what leads to a perception of a difficult customer encounter?
A recent Avaya study showed that 66% of customers will STOP spending money with you if your service is inconvenient.
The study further points out that what is truly at stake is the lifetime value of that customer. If a customer feels that an experience is low effort and efficient, they appreciate it. (Does anyone think about the Staples Easy Button ad here?) If all this is true, what leads to a perception of a difficult customer encounter? Whether you are single or married, you may need to get engaged this year! According to a Gallup Study on the State of the American Workplace there is a definite link between employee and customer engagement to customer growth and even to EPS. When Gallup examined engagement by job position, they found customer service employee level of engagement was among the lowest. Since these employees are handling a majority of customer service transactions, it is a safe assumption that their lack of engagement can lead to customer disconnect. Gallup found that conversely, when an organization prepares front-line employees to make an emotional customer connection, customers will spend more, visit more often, resist competitive overtures, promote your brand to others, and forgive the hopefully occasional service blunder!
Modifying Your Sales and Customer Service Approach for Varied Personalities
We will explore the following customer types, what they want from the service provider, and how we should modify our service to match their needs. A very simple way to distance yourself from competitors is to do what you promised. Whether you are talking about shareholder returns or returned phone calls, doing what is promised is a simple yet rare customer service strength in today's business world. The old axiom 'under promise and OVER deliver' can be YOUR SUCCESS STRATEGY.
Some of us remember the lady in the long black trench coat who hosted the short lived but interesting television program called 'The Weakest Link'. A recent service experience made me think of the title of this show.
I had a rather expensive product delivered to my house. Think about the last time you purchased something like that for your home. There is actually an excitement and anticipation about the delivery day, especially if you have waited and saved for the purchase for some time.
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