Is Your Customer Service Up To Par?
Article provided by Feedback
“Customer service shouldn’t be a department; it should be the entire company.”- Tony Hsieh, CEO of Zappos.
Most businesses today are a commodity; there is very little difference between price, product or location. Amazon and online retailers are crushing businesses that have been in existence for years. The only differentiator now or in the future will be the level of customer experience you provide as a business. The positive human interaction is something that no one can duplicate for your business except yourself. There are benefits in doing so – a recent Harvard Business Review article from Peter Kriss states that businesses who focus on and emphasize customer service create two times more revenue than those that don’t.
The question then becomes, “What can I do to get an accurate pulse on my levels of customer service so I can make the business decisions that will increase my revenue?” Focus groups, secret shoppers and surveys should be an intrical part of what you do but is it enough? National statistics indicate that only 3-5% of customers fill out surveys and generally they are the people who have nothing but negative to say about you.
Better and more information leads to better decisions. There are technologies available today that can measure up to 70% of your businesses traffic in a very simple and easy way. For example, the San Francisco 49ers are receiving real time feedback from their 68,000 fans each game day. https://youtu.be/QzAMEGPIC8w They can tell which bathrooms need to be cleaned, the satisfaction level of those people in their suites, how people like the parking, all in real time. Because of this data, they can manage their fan experience immediately without waiting for the 3% of their fans to fill out surveys up to a week after the game.
Those businesses that will survive into the 21st century will be those that put all their effort and focus into enhancing their customer’s experience. Those that do, will thrive. Those that look at customer service as only a department will continue to struggle.
Feedback is a company that provides cutting edge technology to measure the levels of the customer experience along with seminars, workshops, secret shoppers and focus groups to enhance the customer experience for businesses of all sizes. Go to www.feedbackmachines.com to learn more. For more information, contact Paul Mix with Feedback, 801-360-1759 or paul@succeedwithfeedback.