I've lost count how many people ask me what 'Customer Experience is'.
In 2024, customer service has likely evolved with advancements in technology and changing customer expectations.
Hey you don't have to believe me - but every serious business owner considers every aspect of business - even if the method and results don't work for them - they try it.
Here are some general principles and guidelines for looking after YOUR customers in 2024 and knowing when to seek help:
USE OF AI AND AUTOMATION
Leverage artificial intelligence and automation to streamline routine tasks and provide quick responses. But don't be a dinlo with it - we know when someones real, so only implement chatbots and virtual assistants for instant support, handling common queries, and guiding customers through basic processes.
Quite often these irritate vs help - so be careful with their use.
MULTICHANNEL SUPPORT
Offer support across various channels such as live chat, social media, email, and phone to meet customers where they are.
Ensure consistency in service quality across all channels. Remember to always have a great FAQ section - it's worth a little effort.
PERSONALISATION
Utilise customer data to personalise interactions and tailor solutions to individual needs.
Implement personalised recommendations based on past interactions and preferences - take your time to do this, delight your returning customers by remembering your interactions with them.
PROACTIVE COMMUNICATION
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Anticipate customer needs and proactively provide information or solutions before they ask. Prevention not cure as a nan would say.
Keep customers informed about updates, changes, or issues that may impact their experience with you - again, think about the nan sentence above.
EMPOWERMENT THROUGH SELF-SERVICE
Develop robust self-service options, including comprehensive FAQs, tutorials, and knowledge bases.
Encourage customers to find answers independently through user-friendly interfaces and intuitive platforms. Make them simple and easy to navigate.
REAL-TIME ANALYTICS
Use real-time analytics to monitor customer behaviour and identify trends.
Implement feedback loops to gather insights from customers and continuously improve services.
Don't do the work and not use the feedback - feedback changes are crutial.
HUMAN TOUCH WHEN NEEDED
Recognise situations where a human touch is essential, especially for complex issues or emotional concerns. Pick up a phone once in a while.
Train customer service representatives to empathise and provide personalised assistance.
KNOWING WHEN TO GET HELP
Complex issues: If a customer issue is beyond the capabilities of automated systems or front-line support, it's essential to involve more experienced agents or specialists.
Escalation Protocols: Develop clear escalation protocols for situations that require higher-level intervention and give these to the customer so they know where their enquiry is and who is handling it.
Feedback Analysis: If there is a pattern of dissatisfaction or recurring issues, seek help from product development, marketing, or other relevant departments to address underlying problems. Hey, invest in me? I'm here trained to find the issues you might not notice.
CONTINUOUS TRAINING
Regularly train customer service representatives to keep them updated on new technologies, products, and best practices.
Create a culture of learning and adaptability to stay ahead of industry changes and implement in all areas - no point having a strong management team and terrible shop assistants.
You're going to need to do more for your customers than have a pretty logo in 2024, especially with the cost of living crisis - it's never been more important to make sure you're really delivering and making people feel good about investing in you - your business.
Head to my page here to book a FREE 15 minute consultation.
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