“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.” Peter Drucker
As service leaders, we have to turn up the heat in 2013 and
really add more value to our customers. The days of customer satisfaction are
gone. The new year will bring opportunities to enrich customer service in a
world that’s hungry for beautiful experiences. The next level of customer
service will challenge us to create a memorable delightful moments to each and
every customer we come into contact with. If those moments will be valuable and
meaningful, we will achieve loyalty for years to come.
So how do we begin to L.E.A.D the customer loyalty experience in 2013? Here are some ideas I thought can be valuable to every customer wherever they choose to have their experiences.
Listen to the
customer
The gift of our attention and understanding cannot be
underestimated. More and more customers are complaining because no one really took
the time to listen and understand their needs.
Our ability as leaders to listen and listen well, creates goodwill that
brings customer back to our business. We have to be interested in their lives
and pay attention to what they are asking of us from the very beginning. To
build the bond of understanding, we need a listening ear. Our customers want to
feel understood and appreciated for the money they spend. They are spending
their hard earned money on our ability to really create an environment for them
to be valued and understood. By listening deeply, we make their experience less
challenging.
Empathize with the
customer
The power of empathy is the essence of all good
relationships. Empathy strengthens
our connection with one another on
another level. Empathy allows us to understand the customer better and act on
their requests in much more meaningful way. When we are empathetic, we have the
ability to understand the customer on a deeper level. It’s an opportunity to
make an emotional connection for understanding them as a people and not just
another transaction. When we empathize with the customer, we connect better by
helping and reaching out to someone in time of urgent need.
Attention to the
customer
Attending to the customer goes beyond being there and
showing up to work. It requires of us to
disengage from our own personal agendas
to give more of our attention to the customer.
More and more businesses have invested in their technologies resources
and it’s really easy to get distracted and leave the customer behind. As I read
and listen to customer’s feedback, I am learning that attention is something we
cannot ignore. We all do more with less
and have an extra project to implement but we must not forget to focus on our
customers as they keep our doors open and bills paid every month. By giving our
immediate attention to customer’s problems and challenges we communicate that
they are just as important to our business as any project we are working on.
Delight the customer
Creating a customer for life requires companies to take their
customers to the Delight Moments. There is a significant difference between
satisfied and delighted customers.
Delighted customers will be more loyal and a business can create e
customers for life. The key for
businesses is determined by the right customer experience for the right return.
When customers are delighted they share their positive experiences with others.
They are raved about the level of service you gave them for their money’s
worth. That’s the real value added boost for taking a satisfied customer to a
delighted customer. It starts with random of acts of kindness and surprising
the customer with something more than they expected . It’s the cherry on top
customer experience.
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