Today, our customers have many ways to achieve us to request service or buy our products and services. The upsurge in social media usage and quantity of sites available to achieve us has managed to get easier for our customers to provide us feedback. What it has done is raise the bar, raise our customers’expectations as they relate solely to response time, how quickly we answer their needs, questions, issues and concerns. We could manage the customer experience, no matter how exactly we communicate together, by creating and implementing a customer support plan aligned with your 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 a five percent upsurge in customer loyalty has the potential to supply a gain increase of anywhere between twenty-five and eighty-five percent. This is significant. Why wouldn’t every organization seek to build a customer support plan and process that increased their profit? The businesses cited by these authors could increase their profits Telus webmail outage not just by improving the degree of customer support they provided, but by improving the amount of loyal customers they serve. They do this by carefully selecting their customers, understanding and meeting these customers’individual needs and interests, and; often engaging these customers in delivery of the item or service. And they organize themselves into cross-functional teams where team members understand the objective of the corporation, 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 particular customers.
Bain and Company, in 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 ensure it is back once again to the front line employees in an appropriate fashion. These studies also identified that companies will not find a way to… “achieve or sustain high customer loyalty with out a cadre of engaged employees.”
So how can we, as business leaders and managers, develop a better customer support experience? What can we take from the research shared by the Harvard Business Review authors and Bain and Company researchers that can help us to improve our customer relationships and build customer loyalty?
We could do this by developing a customer support plan, a customer support plan that is an important part of our business plan where we identify the customer market we need to develop to improve loyalty and drive up profits.
We’ve conducted our own research on customer support excellence with thirty Canadian organizations and, as a result with this research, we created the’Customer Satisfaction Practices Continuum’- a product for evaluating the customer service level of the corporation (or any unit inside an organization). This continuum outlines five stages for evaluation, each stage has three components – customer focus, measurement and environment. By completing the assessment, an organization can quickly assess their position on the continuum and decide whether or not, they would like to implement the necessary actions to move to another, more efficient stage. This allows business leaders and managers to balance customer support with profitability and build a customer support plan aligned using their business direction and goals with the degree of customer support they think is appropriate. Building customer loyalty may be expensive if investment in methods and action plans outstrips anticipated revenue. Customer care excellence is not about meeting every customer need but rather identifying those customers with whom we could build a relationship and providing our employees with the info, tools, processes and systems they have to continue steadily to nurture these relationships. This will result in customer referrals, the very best and most affordable approach to all.
Ultimately, it is about growing the business and driving up profits. One of the finest ways to get this done is to develop relationships between your employees and your customers as the research clearly implies that customer loyalty should indeed be one of the top ways to operate a vehicle up revenues and increase profit.