The most successful
customer service companies simply rely on their people to be their differentiating factor. These companies often attract the best talent and are recognized as having the best company cultures. Customer service is one of the most effective areas to change and improve to create valuable leverage in your business. It’s subjective and more of an art form in the sense that you can never be perfect at it and as an organization you can always try to one up yourself.
The best customer service companies in the world ensure their staff continues to learn and are never are satisfied with the current level of service. An internal company attitude of always improving by seeking out feedback at every opportunity possible is employed and scrutinized. As long as everyone in your company has the same vision of adapting the company for the greater good, you’re going to see amazing results if implemented correctly.
Research: By interviewing key stakeholders from your organizations we develop an understanding of who you are when it comes to customer perception. We base a lot of our customer service strategy on the Net Promoter System whereby implementing such a system we begin to have a quantitative measurement of a highly qualitative attribute.
From the book “The Ultimate Questions 2.0″ the Net Promoter Score is a relatively new measurement tactic that has shown very promising results so far. Companies such as Apple, Microsoft, JetBlue, Zappos and Intuit are using this simplistic form of customer service measurement.
Strategy: Once we have an idea of a customer service benchmark we can develop strategies to increase customer service and create value through your staff. Companies underestimate how much consumers talk about the good experiences they have and, sometimes even more so, the bad experiences they encounter. The strategy is two-fold: The first objective is to increase the positive interactions with your brand while the second, and most important, is to decrease the negative interaction with your company. This is much easier said then done – but starts with a plan.
Feedback: Once the strategy is implemented a date is set to go over feedback and develop a culture of consistently improving the customer service experience. Customer service audits are developed to be performed at random intervals and two-way communication is encouraged amongst all staff involved in your customer service strategy. If you really want a high-performing customer service-oriented staff you must lead by example and be willing to change things that might contradict existing beliefs and assumptions when the data presents contrary information.
If you develop a culture of feedback and relentless improvement over time, your competitors will find it increasingly difficult to gain market share on you because of your loyal customers. This one strategy could be the reason your company grows to become adored by all who come in contact with it. Isn’t that what the end goal really is; to leave a positive legacy?