80% of businesses believe they provide "superior" customer service. But only 8% of customers would experience a superior service. When customers aren't happy, there's often significant damage done.
The first goal of customer service is to make a customer’s experience with your business as easy and convenient as possible.
Prioritize customer relationships. No matter the size of your company or how many clients you have, it’s important to personally engage with each customer.
Why? Because your customers are people first – and developing stronger relationships allows you to deliver more effective, human-centric customer service.
Implement feedback measurement. Poor feedback measures (or usually none at all) and poor real customer engagement (both internal and external) leads to unhappy customers. In one day, through internal and external customer feedback, we can learn more about an organisation than a CEO will have found out in a year!
An organisation that does not prioritise and value customer feedback as the ultimate lead measure and the key driver of present and future success is burying its head in the sand in today’s customer empowered world.