Click me
Transcribed

Court Your Customers

COURT YOUR CUSTOMERS #CustomerRelationshipGoals Make 2016 the Year of the Customer A good friendship or romantic relationship takes work. The same goes for customer relationships. Today's consumers are looking for brands with experiences that feel personalized and effortless and will last long beyond the transaction. Great customer service will keep that relationship strong. And it can keep the love (of your brand) alive. Listen to their needs Feedback forms, surveys, and behavioral analytics can help you understand your customers. Use data sources to give your customers what they want, when they want it, and through the channels they prefer. 89% of businesses will compete mainly on customer experience by 2020. What Customers Want Most 47% 42% 40% 36% Fast answers Quick resolutions Personal interaction Effortless experiences Be responsive Although many brands place emphasis on strengthening the customer experience, the real relationship gurus focus on responsiveness and speed. Top Companies Respond Quickly Phone Chat Returns/Refunds 49 seconds 31 seconds (total days to refund) 8.4 days Shipping/Delivery (total days to delivery) 3.8 days Email 4.6 hours Gee, I love them all! Show them you care Company-consumer relationships are a lot like dating: There are so many options to choose from. So, show customers what makes you the best catch. I'm here for you 24/7. Let's talk about it. You are my #1. Make proactive customer support a priority. Whether it's on the phone, over chat, or through email. Nothing beats face-to-face. Solve problems on the spot with video technology. Your customers want their items and refunds as fast as possible. Best Buy ranked #1 in fastest delivery: 2.3 days. 75% of customers would like the option to be called back rather than wait in a queue. 36% of customers would like to use real-time video chat with a contact center agent. Burberry ranked #1 in fastest refunds: 5.8 days. Shape up or Break up 71% of customers say their typical response to a bad experience is to stop doing business with the company altogether. Focus on treating your customers right in 2016 and watch the love grow. SOURCES: "In 2016, the Customer Experience Will Separate the Winners from the Losers," 2015, Business 2 C om"Creating a Seamless Customer Experience," 2015, The Economist "Stella Benchmarks FQ3 – 2015," StellaService Relate "EMEA 2011 Consumer Preference Report Contact Centres," 2011, Avaya • . . . ·

Court Your Customers

shared by ColumnFive on Feb 13
49 views
0 shares
0 comments
How to reach your #CustomerRelationshipGoals in 2016. Via Column Five and Zendesk.

Category

Business
Did you work on this visual? Claim credit!

Get a Quote

Embed Code

For hosted site:

Click the code to copy

For wordpress.com:

Click the code to copy
Customize size