So many forces are outside of a business’s control. (This is true in every era, not just now, when things feel particularly out of control.) Yet there is an ingredient of business success that’s within your control to improve, interaction by interaction and inch by inch.
That ingredient is the quality of your engagement with customers: your customer service, customer experience, the quality of your relationship with your customers and of their relationship to your brand and organization.
If you have a small business, it’s essential to keep up with the latest trends in technology, marketing, customer service and other areas that affect your business. Each business is unique, so every trend doesn’t necessarily impact you equally. However, all major trends do influence your customers’ expectations, so it’s good to be up to date.
Here are some of the most significant trends I’m currently seeing that will impact small businesses in 2020 and beyond.
If you own a retail business, customer experience needs to be one of your primary concerns. With more and more consumers turning to the Internet for many of their shopping needs, creating a positive experience is one of the most important things you can do to keep customers coming to your location instead of shopping online. While often thought of as solutions for accepting payments, POS systems are powerful tools that can help with nearly every aspect of your business – including improving customer experience. From streamlining the checkout process to providing an opportunity for shoppers to share their experiences, there are several ways that POS systems can help improve customer experience.
Customer service is one of the most drivers of customer retention and business growth for any company. As a skill, it not only impacts the core business metrics but is responsible for talent retention in the company as well.
There was a time in business when customer service was only one of the many cogs in the machine. But now, in the digital age, customer care is the name of the game. More than ever before, consumers have the ability to share customer experiences and truly shape the success or failure of a business.
At face value, the power of one customer seems rather insignificant. After all, one customer making a single transaction certainly will not make the difference between the success and failure of a small business. On the other hand, can one transaction truly make a difference?
The success factor
One transaction with a company, regardless of the monetary size, rarely means success for the business. Of course, it can if the transaction is a once-in-a-lifetime event for a business, which is normally quite out of the ordinary. So, in the everyday course of business, one transaction or sale that stands by itself as an isolated situation will typically not have a profound impact on the annual net profit of the business entity.
I recently went to see a holistic health practitioner in town about whom I’d heard good things.
I arrived at his office and was welcomed to sit down.
He opened his laptop and asked me for my email and then for my wrist. “We start with taking your pulse,” he explained.
So he took my pulse for about a minute and then, for the next 45 minutes told me what was going on and what I needed to do about it based on my particular constitution and body type. As he made these suggestions, he typed them into the email he was going to send me.
We all do know and are aware of the fact that how difficult it is for the business organizations to stay ahead of their competitors when it comes to customer service trends. Consumers continue to demand a change and evolve unless and until your organization continues to stay current and the customers move ahead without even noticing you. Given below are the 6 major common misconceptions the business organizations generally believe about customer service this 2016.
Article Contributed by Dr. Joey Faucette
The relationships you have with your customers are the most important assets you possess. Easy to understand and take care of, right?
But do you?
As I travel, I encounter a great deal of customer service and disservice. I discovered 3 Strategies to Give Positive Customer Service from some positive and negative experiences.
As my assistant made reservations for my stay, the Marriott property had obviously listened to previous patrons and anticipated my needs. They asked,
–“May we pick him up at the airport?”
–“Will he want a ride to his meeting?”
–“May we return him to the airport?”
It was if they anticipated my every need. “We care” was the message.
I travel quite a bit, for both business and personal reasons, so I am exposed to many kinds of businesses across the U.S. I frequent small businesses but use large companies, as well.
With rising prices of goods and services, I expect the level of customer service to be high, as well. And it has become increasingly important to me.
In the past few weeks, I have experienced the worst customer service that I have in years— and it was from both small and large companies.
Do you have protocols for answering your phone, for greeting visitors, for trouble calls? If you don’t, you should. Some things don’t need to be left up in the air.
Whoever a potential customer interacts with first, establishes the impression of your company in that person’s mind.
When I encounter abominable customer service I can’t help thinking, How did this person ever get hired for this job, let alone pass their sales/service training course?
And that gets me thinking about something our clients often ask us: “If we want our people to have great sales and service skills, should we just search for “naturals” – people born with the disposition and ability to sell and serve skillfully?” It’s the old “Nature or Nurture?” question.
Yes, you should keep a sharp eye out for naturals. But I would add, “Good luck with that!” Experience says you’re going to stumble across that miracle type only once or twice in your whole career. Because think what it means to be a “natural.” Courageous, or perhaps fearless. Personable. Persistent. Attentive. Thoughtful. Conversational. Positive. Logical. And on and on. Really, what are the odds?