According to Conversion, 54% of millennials will cut off business due to poor customer service.
50% of Gen Xers and 52% of baby boomers agreed.
Give your customer service department a makeover with these nine tips for improving your company’s customer service strategy.
9. Get to know your customers
Understanding your customer demographics is the first step to implementing a better customer service strategy.
Get detailed analytics on your customers’ locations, ages and interests. This will help you to better understand your customers’ expectations and help you better serve them.
8. Conduct surveys and interviews
Feedback is crucial to a great customer service strategy.
Gather all the customer feedback you can, then begin to analyze the results and put together a new plan.
7. Measure performance
You need to understand your current customer service strategy before you can formulate a new one.
Take a good, hard look at your current customer service strategy and measure its performance based on things like customer retention and attrition.
6. Identify opportunities for improvement
After measuring the performance of your current customer service strategy, decide where there are opportunities for improvement.
5. Benchmark against other top companies
Gather some ideas from other top companies’ customer service strategies.
What makes Apple’s customer service strategy so great is the company’s empathetic and knowledgeable approach to customer service. They train their employees to be experts and ensure the customer experience is effortless.
Amazon is known for excellent customer service because the company consistently goes the extra mile and fosters a relationship with their customers based on transparency and trust.
L.L. Bean prides itself on offering superior customer service. They firmly believe in making pieces that last, so they’ll take back anything in any condition, no questions asked.
4. Utilize social media
According to Convince and Convert, answering complaints on social media increases customer advocacy by 25%.
Customers also said that phone/voice is the most frustrating customer service channel.
3. Timeliness is key
According to Forrester Research, 77% of people say that the most important thing companies can do to provide good service is to value their time.
Whatever your new customer service strategy is, be sure you continue to respond to customers as quickly as possible.
Replying to complaints quickly is also the key to gaining customers’ loyalty. According to Convince and Convert, replying to complaints quickly can increase customer advocacy by 25%.
2. Implement a plan
Based on the feedback from your customers, the information you gathered about them and the insight you gained from analyzing your current customer service strategy, come up with a plan and stick to it.
In 6 months, repeat the process.
1. Strive for continuous improvement
As with everything you do, strive for continuous improvement when it comes to your customer service strategy.
Ensure that improvements are made daily and that all issues are handled respectfully and in a timely manner.
Companies with the best customer service devote lots of time to their strategies, and it pays off.
In fact, according to Bain & Company, increasing customer retention rates by just 5% can increase profits by up to 95%!