Why prioritise the quality customer service experience?
If you need to ask that then your entire marketing strategy is in trouble.
Quality customer service experience (QCSE) attracts customers. What’s more, it retains customers.
QCSE generates word of mouth referrals: pleased customers can’t wait to toast your business to others.
Their “free press” is priceless, and it can be yours by just making sure your business supplies superior products and impressive service.
Sadly, many managers try to use commercials and gimmicks to drum up the kind of increased business profitability that can only be manifested by the key marketing component of keeping customers content.
Managers who understand that marketing is much more than advertising are continually working towards increasing the value of their products and service — aiming to be outstanding in fields full of mediocrity.
They step up to challenges and create and maintain competitive edge that boosts prosperity.
They know that all customers crave experience.
For instance, people can watch the latest blockbusters at low rate cinemas, or at home via DVDs or cable.
Yet, they pay premium prices to “have a movie experience” instead.
They are buying into the promise of a quality environment with people like themselves.
It’s challenging to stand out when there are a quite a number of other businesses offering the “exact same products” your company does.
That is why you need to define and execute a QCSE that is yours alone. Use it as a signature for your company.
Here’s some of what you can do:
Be guided by your own personal experiences as a customer.
Think about the last time you received service that was so noteworthy you made recommendations to your friends.
Try adopting that exceptional standard into your company
Transcend expectations. Make your product more useful, safer, more portable or more efficient, etc than the rest in your industry.
Train your staff. Treat them well
Elicit and respect their feedback. Staff can provide you with valuable insights, while happy staff are likely to work harder and provide better service.
Also encourage your customers to provide feedback.
Assure them that you welcome constructive criticism and you are willing to improve.
Take their advice.