Customers now expect no less than a flawless customer service experience and they will not hesitate to switch over to your competition if they are not happy withÂ “customer service”.
A/C to a research by Customer Experience Impact Report by Harris Interactive/RightNow in 2010, Almost 9 out of 10 U.S. consumers say they would pay more to ensureÂ a superior customer experience.
Businesses now need to deliver such an experience to succeed. Almost three-quarters of respondents in a YouGov study said that even a single unpleasant customerÂ service experience is enough to make them take their business elsewhere.
Interesting stats from Gartner reveal that organizations that prioritize the customer experience generate 60% higher profits than their competitors.
Needless to say, it”™s a tough challenge to understand all the factors that contribute toward a great customer experience, and leaves one wondering about how to findÂ the right things to focus on.
The following are 8 videos from industry experts that will help you frame your thinking.
1. Transparent Customer Service
The next video is from Ted Talks featuring Andy Porter about “Transparent Customer Service”. He states that customer feedback is important for all the companies butÂ not many of them get enough feedback.
Porter talks about how companies should gather customer feedback, share and discuss.
2. Keep People Happy and Coming Back
Zappos has earned a reputation for their total obsession about customer service. In this video you can hear their CEO speak about where the passion comes from. HeÂ exults the fact that 75% of the company orders come from repeat customers. So their philosophy is to take the money that would have gone to marketing and keep thoseÂ people happy and coming back.
3. Seeing from the Customer Point of View
Moving on to the next, here”™s a video from Oracle”™s London-based CX group. Oracle In this one, Oracle”™s CX experts talk about the value of participating in these CXÂ workshops and how they can provide value and help create an effective customer experience strategy.
4. Being Customer-Centric
This next video features Stephen Cannon, President & CEO of Mercedes-Benz USA, at Forrester”™s Customer Experience East Forum 2014. He talks about how his companyÂ transformed the custome;r experience and how it helped Mercedez set an all time high sales record in 2014.
Since 70% of the people who work in their stores had never driven a Mercedes, they decided to make a major investment in their human capital, and the rest isÂ history.
5. Employees First, Customers Second
Vineet Nayar, Former CEO of HCL Technologies, emphasizes on how companies should engage in employee satisfaction. Encouraging and enabling them is the one of theÂ best ways to ensure your company creates unique customer experiences.
6. Impact of emotions on Customer Loyalty
Megan Burns, Principal Analyst at Forrester talks about the factors that contribute to customer loyalty and a great customer service experience. In the video sheÂ stresses that the core of customer experience quality is effectiveness, ease and emotion. If the experience has that, the customer gets value, and walks away feelingÂ happy.
7. Creating Guest "Evangelists" through Customer Service
Here, Tom Costello excitedly explains how to create “great customer service. He emphasizes on the point that commitment towards creating guest enthusiasm is at theÂ core of great service. He also emphasizes on the need for great service leaders to have what he terms ”˜bi-focal”™ vision.
8. Hostmanship: the art of making people feel welcome
Hospitality industry expert Jan Gunnarsson brings in a new view upon patient service in healthcare. He states that you need to treat your patients as humans, asÂ guests and make them feel welcome.
He also takes an example of a person who drives a bus to Airport and how he has mastered the art of Hostmanship and treats his passengers like guests.
As Maya Angelou had said, ““I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made themÂ feel.”. Every single video listed above has one thing in common and that is, you have to make your customers welcome. Don”™t ignore your customer service department, inÂ fact, invest your time and budget heavily on your customer service.
Ajay Prasad is a serial entrepreneur, a business strategist, and a healthcare marketing expert with almost three decades of experience. He is the founder and CEO of RepuGen. He has built this innovative reputation management software from scratch, incorporating multifaceted artificial intelligence (AI) which has allowed for rapid growth, maximum outreach and a 95% user satisfaction rate.
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