It is the middle of the year and by now, you should have a good grasp on the performance of your customer service strategies. It is best that you take a quick peek to see if they are going in the right direction.
Here are a few questions you can ask yourself:
"Does my product or service stand out?"
A great customer experience differentiates us from the rest and therefore makes us stand above the competition.
Customers can easily name companies that provide impeccable service and those that are downright terrible. Just be sure your business does not get bad press. Check if you move your product or service to the point of satisfaction.
"Am I generating referrals?"
There is a book entitled Customers Tell 3 Friends, Angry Customers Tell 3000. From the title itself, it's true. Consumers are more empowered than ever with new channels already made available for them to voice out their opinions.
Businesses need to pay more attention to customers' needs. Treat each one as if it is the last. Satisfied people tell their feedback to others and same goes with the irked ones. Ask yourself: Are we getting good word-of-mouth marketing from friends, families and individuals both offline and online?
"Do customers repeat business?"
Do we see first-time customers returning to make purchases?
"Do I make customers happy?"
Are we treating them well? Customer service transcends far beyond loyalty. Consumers expect us to be on our toes delivering an experience. They do not owe us anything but you need them to spur growth.
Our business is only as good as our last performance, and leveraging on consistency is key. Reviewing our customer wins and retention can guide our business and how we can make it flourish in a consumer-oriented world. Whether our requirement is order taking or help desk, our customer service should always be top-notch through and through.