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.
Multiple good reads on improving customer service. We start with brand synonymous with customer service – Nordstrom. How Nordstrom Made Its Brand Synonymous With Customer Service (and How You Can Too)
Why might you as a small business owner want to take a page from (the Nordstrom book) when it comes to customer service in your own stores?
Customer Think with The Pentagon of Customer Service
Businesses need to analyze the five key aspects of customer service to ensure seamless customer experience. These would be: understanding the weightage of sound customer service; incorporating the provision of customer satisfaction in its culture; maintaining a balance between artificial and human interaction done with customers; managing the utilization of resources proficiently; and following services through customer feedback.
How Managers Can Unlock the Potential of Their Customer Service Teams
Want maximum results from your support efforts? Here’s how to get the most from your team.
A Great Customer Experience is More Than Just Great Customer Service
Even if we get that right (and most businesses are a long way from perfect), by focusing on customer service we’re still stopping short of the ultimate customer experience. So what’s the difference between customer service and customer experience?
Proactive Customer Service: What It Is & How to Do It
When you think about the best customer service experiences you’ve encountered, they’re likely the situations where you didn’t have to think about customer service at all. Think: the hotel you stayed in that already had extra pillows in the closet, the mechanic that emailed you in time for your vehicle inspection, or the software company that answered your question on its FAQ page. This is what’s known as “proactive customer service.”
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