Customer engagement strategy

Customer service engagement

What customer engagement strategy ? - The rapid development of computer software technology has meant that a huge number of customer management tools have been launched in the market place.

The use of Social Media in particular has increased exponentially giving the opportunity for many employees to build more human and personal relationships with customers. This investment is often done during working hours, at vast expenses for companies. Unfortunately, the work force has become increasingly mobile and when an employee walks away it can leave a big void. From the company point of view this can mark a time when customer engagement stops abruptly. The clients expect better though and a refined customer engagement strategy will ensure that they do not end up disappointed.

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Customer service: avoid cheesy lines

In customer service, even when  you work in a restaurant, hospitality or the food industry, cheesy lines are best avoided. Irrespective of your own customer service definition, this simple notion should be included in all customer service training programmes

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Customer service intimacy

Customer service intimacy

Customer service is entirely about meeting clients expectations and needs. Companies invest very significant amounts of money to finance the gathering of data based on questionnaires and purchasing habits. The most sophisticated are now moving to lifestyle analysis in order to develop more holistic offers.

But what about the mood? A "know your client intimately" initiative should allow companies to find out what clients want now and adjust their services accordingly.

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Over the moon because of good customer service

Customer service moonlight

It is all about setting the right expectations:
"reaching for the moon" is probably too ambitious and "once in a blue moon" does not happen often enough. The attributes of a good customer service programme need to take into account the fact that customers like to know what to expect and do hope to receive more each time.


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Importance of customer service: seeing the light

Customers love their freedom but definitely need guidance and help, thereby making customer relationship management a complex endeavour. If rightly done though, the customer will be guided to the right place and do the right thing: buying multiple products and services

 

The importance of customer service cannot be overstated. In today's competitive marketplace, businesses that provide excellent customer service are more likely to succeed than those that do not.

There are many reasons why customer service is so important. First, it can help to build customer loyalty. When customers have a positive experience with a company's customer service, they are more likely to do business with that company again in the future.

Second, customer service can help to increase sales. When customers are happy with the way they are treated, they are more likely to spend more money with a company.

Third, customer service can help to improve a company's reputation. When customers have a positive experience with a company's customer service, they are more likely to recommend that company to their friends and family.

Fourth, customer service can help to reduce costs. When customers have a positive experience with a company's customer service, they are less likely to complain or file a lawsuit. This can save companies a significant amount of money.

Fifth, customer service can help to improve employee morale. When employees are happy with the way they are treated, they are more likely to be productive and engaged in their work. This can lead to a more positive work environment and improved customer service.

There are many ways to improve customer service. Some of the most important things that companies can do include:

• Hiring friendly and knowledgeable employees who are willing to go the extra mile for customers.
• Providing customers with multiple channels for getting in touch with customer service, such as phone, email, and social media.
• Making it easy for customers to find the information they need.
• Responding to customer inquiries promptly and courteously.
• Taking steps to resolve customer complaints quickly and fairly.
• Continuously monitoring and improving customer service.

By following these tips, companies can improve their customer service and reap the many benefits that come with it.

In addition to the above, here are some specific examples of how customer service can help businesses:

• A study by American Express found that 80% of customers are willing to spend more money with a company that provides excellent customer service.
• A study by Bain & Company found that a 5% improvement in customer retention can lead to a 25% increase in profits.
• A study by the National Retail Federation found that 70% of customers will stop doing business with a company after just one bad experience with customer service.

These studies clearly show that customer service is essential for businesses of all sizes. By providing excellent customer service, businesses can attract new customers, retain existing customers, and increase profits.

Customer service: not taking any chances

Customer service risk

Should companies take risks when managing customers relationships? There are well documented cases where economic imperatives have forced companies to take short cuts and potentially sacrifice their long term future. Most customers will let it happen once but like falling off a bridge, it is not something that they will want to experience again.

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