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Derek Crowden | blog

Building the Customer Experience: 5 Keys That Will Keep Them Coming Back

Jan 28th 2015 at 4:37 AM

There are many ways that technology has revolutionised our lives. For consumers it generally has lead to an increase in customer care, while businesses have been able to use it to streamline service delivery without negatively impacting the customer experience. A well-deployed system and visitor management software, such as that from Sinica, can help a company to deliver on its brand promise to customers and keep them happier, faster.

Companies fail at customer service even in the modern era for a variety of reasons. The five key areas to modern communications are; interface (technology), consistent communication, social media, proactive communications (do not wait for the fire to put itself out), and lastly people.

While the last one might seem a bit strange, there are many consumers who to this day still do prefer to deal with a live person. To them machines are impersonal, and many businesses would be wise to keep some aspect of this old version of service alive. But for the 95% who enjoy the benefits of technology, the below are our 5 keys to success.

1.) Interface – When implementing any customer facing software or system it is important to test it and then focus test it to ensure the customer can easily use it and get any help that may be required. This is for two reasons the first being that the deployment of the technology was meant to streamline operations. If you put visitor management software into a dental office, and then have to hire someone to instruct clients in its use, then it is not streamlining anything. The second is to ensure customers can easily use it without frustration, and to track their responses to the change.

2.) Consistent Communication – It has only become more important to interact with customers. Communicating with them via email, text, and even regular mail are surefire ways to keep customers returning. Modern technology means emails can even be targeted at specific demographics within a customer base to increase conversions.

3.) Social Media – Going social is not an option for most businesses. If a customer has a problem with a product or service they vent their frustration on a company’s public Facebook page for all to see. If the company does not manage the page, or resolve issues using it then it can really start to damage the corporate brand. Social Media offers so many benefits to customer service; it is a no brainer.

4.) Being Proactive – Proactivity is a major component of good customer service. This means training staff, and building systems to catch customer issues before the customer does, or before they become a problem. The true measure of a company with excellent customer service is how it responds when something goes wrong.

 

5.) People – Finally behind all of these systems a business requires people. Despite the technology they are still the most important component of a functioning customer service system. If your people do not like people, or at least enjoy helping them, customer service will suffer. Just ask the airlines.

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