Today, our customers have many ways to achieve us to request service or buy our products and services. The increase in social networking usage and quantity of sites available to achieve us has caused it to be much easier for the customers to offer us feedback. What this has done is improve the bar, raise our customers’expectations as they relate genuinely to response time, how quickly we respond to their needs, questions, issues and concerns. We could manage the customer experience, regardless of how we communicate with them, by creating and implementing a customer service plan aligned with this business management and growth plans.
In their seminal article on the hyperlink between service and profit, “Putting the Service-Profit Chain to Work”, the Harvard Business Review authors found that the five percent increase in customer loyalty has got the potential to provide a gain increase of anywhere between twenty-five and eighty-five percent Telus webmail outage This is significant. Why wouldn’t every organization seek to build a customer service plan and process that increased their profit? The businesses cited by these authors could increase their profits, not just by improving the degree of customer service they provided, but by improving the number of loyal customers they serve. They try this by carefully selecting their customers, understanding and meeting these customers’individual needs and interests, and; often engaging these customers in delivery of the product or service. And they organize themselves into cross-functional teams where team members understand the goal of the organization, practice behaviours and implement actions necessary to help keep customers loyal. This’ownership mentality’encourages team members to build relationships with the selected customers and treat them as their own customers.
Bain and Company, inside their assist Fred Reichheld’s concepts in his book “The Ultimate Question 2.0”, developed and implemented The Net Promoter System to measure customer satisfaction. The results of these case studies show traditional customer satisfaction measurement tools don’t deliver because the outcome may not allow it to be back to the front line employees in a reasonable fashion. These studies also identified that companies won’t find a way to… “achieve or sustain high customer loyalty with out a cadre of engaged employees.”
So just how do we, as business leaders and managers, produce a better customer service experience? So what can we take from the research shared by the Harvard Business Review authors and Bain and Company researchers that can help us to enhance our customer relationships and build customer loyalty?
We could try this by developing a customer service plan, a customer service plan that is an integrated element of our business plan where we identify the customer market we need to develop to boost loyalty and drive up profits.
We have conducted our own research on customer service excellence with thirty Canadian organizations and, as a result of this research, we created the’Customer Satisfaction Practices Continuum’- a style for evaluating the customer service degree of the organization (or any unit in a organization). This continuum outlines five stages for evaluation, each stage has three components – customer focus, measurement and environment. By completing the assessment, an organization is able to quickly assess their position on the continuum and decide whether, they wish to implement the required actions to move to the next, more efficient stage. This allows business leaders and managers to balance customer service with profitability and build a customer service plan aligned making use of their business direction and goals with the degree of customer service they think is appropriate. Building customer loyalty can be expensive if investment in methods and action plans outstrips anticipated revenue. Customer service excellence isn’t about meeting every customer need but rather identifying those customers with whom we could build a connection and providing our employees with the info, tools, processes and systems they need to continue steadily to nurture these relationships. This can lead to customer referrals, the most effective and least expensive approach to all.
Ultimately, it is about growing the business and driving up profits. One of the greatest ways to achieve this is to cultivate relationships between your employees and your customers as the research clearly demonstrates customer loyalty is indeed among the top ways to operate a vehicle up revenues and increase profit.Business