Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds.
Here are 26 tips and trends to help you improve your customer service, increase your customer’s experience satisfaction, retain business and loyalty:
In Microsoft’s ten customer service trends to watch this year, general manager Bill Patterson makes the case that employee empowerment (especially around knowledge, insights and mobility) will create an even greater separation between the customer service and customer experience leaders and laggards in 2016. Download eBook.
When someone at your company thinks up a solution to a thorny customer service problem or customer experience glitch, what happens next? A ready-made system you can borrow (is) from The Ritz-Carlton Hotel Company… the Ritz-Carlton’s innovation database.
As a business or entrepreneur, if you truly care about your customers and their experiences with your company, customer service should be at the top of your “important things to do” list, and not approached like an afterthought.
Shep Hyken finds a few famous (and not so famous) quotes from Walt Disney himself and some of his characters and ties some customer service and business lessons to them.
Think customer service is becoming a lost art? These companies prove that theory wrong in 21 big ways.