This week we are sharing a guest blog from New York Times bestselling business author & customer service expert – Shep Hyken! Shep illustrates what it takes to be a leader in customer service with a great story about an encounter he had with an airline Pilot. – Kelechi Okeke
You might have heard about CRM, maybe it sounds like just another fancy word consultants throw around, and you’re not really sure or convinced that your business needs it or what benefits you stand to gain from using a CRM solution.
This post will give you an overview of what CRM is about, and reasons why you should invest in CRM.
A study by NewVoiceMedia revealed that companies lose more than $62 billion due to poor customer service. Customer service & CX are now very critical in the long term success of businesses, it is now important that customer service & CX professionals pay close attention to customer service trends to stay ahead of the curve.
Thanks to the internet and smartphones & social media, customer service has evolved in numerous ways in its short history. Social media which has now been accepted by society as a viable means of communication has come to influence the way customers interact with business entities. According to this report by the Global web index, Internet users (about 3.2 billion people) have an average of 7 social accounts, up from 3 in 2012.
“One afternoon at a shopping mall during the busy Christmas season, a consultant ventured into an athletic shoe store to buy some new running shoes. This particular consultant actually specialized in retail. He consulted both for retailers trying to improve their operations, as well as for manufacturers trying to sell their wares in to retailers and retail chains. So whenever he went out on his own to buy anything he was always an observant shopper.
Every business needs customers and patrons to grow, but it won’t happen if customers keep leaving and never come back. Think of a bucket with holes, it would never get full as long as it keeps leaking.
Body Language is an important aspect of communication between customers and service representatives. it is important for customer service reps to be trained to interpret these signals and avoid mistakes that might impact negatively on their interactions with customers, sadly it is often overlooked by employers even though it affects the quality of the customer’s experience during interaction with the brand.
Customer service software giant Kayako recently carried out a survey in which 1000 customers were asked if they would ever return to a company after a terrible service experience when the brand was recommended again by a trusted peer.
Suppose you walked into your favorite bar on Friday, and notice new chairs, tables, security and a queue guide (that’s right, a queue guide). After you’ve spent a few minutes on the queue, it’s finally your turn to order your drinks! but there’s something not right about the type of service you’re getting on this day.
Anyone who has worked the cash register at a retail location or staffed a company’s help phone line will tell you: Customer service isn’t easy. If there was a one-size-fits-all methodology, everyone would be doing it and no customer would ever have a complaint that escalates.