The expectations of the customer are on the rise. In such a scenario, it is much-needed to be on par with their taste. And that is why you must zero in on pursuing customer excellence. The term simmers down to emphasizing efforts to generate front-end changes that surface perfection. Here are 10 such essential tips that can help you achieve customer excellence in no time.
- Recruit the right Team
- Define your Values, Ethics and Service
- Save nearly churned away Users
- Analyze Customer Engagements
- Revamp Customer Service
- Round the Clock Availability
- Constant Communication and Conversation
- Expand Business Opportunities
- Never Say Never
- Look into the Customer’s Journey
Recruit the right Team
The people you work with set the laying stones for your company. Therefore, hire the staff only with the requisite skill set. To know who the right candidate is, you can put up a test. You can begin by testing their communication skills, writing skills, and the ability to surpass a critical situation. Situation tests come in handy where they are given an everyday affair and are expected to come up with a managerial solution to cope with the situation.
Further, you can conduct multiple rounds of interviews to better assess the candidate. Also, during an interview, you may play plaudits around your company as well. You too need the right candidate to come on board and highlighting your growth and development over the years can seal the deal.
Define your Values, Ethics and Service
You should strive to build a set of guiding principles that layout a dogmatic approach as to how your staff interacts with your customers. If you treat them meanly, there is a good chance they will not revert. It could also be possible that they prefer a competition over you.
To save you from that hurt, enable a customer-centric approach. Show them that you truly care and you are here to render them nothing less than supremacy. They will see it automatically when your values, ethics, and service speak louder than words.
Save nearly churned away Users
Rely on the real-time usage data of your clients to segregate the active from inactive ones. It is better to take up a preventive course of action before the disengaged customers give early signs of churn to you. For gaining customer excellence, you must take engagement a notch up.
And to raise the engagement you may send them email tips to recommend the unused features. If they are your one of the most valued customers and you have bandwidth then you may schedule a call.
Analyze Customer Engagements
The second a user comes to surf your website that accounts for the first engagement he has made with you. And remember every interaction counts. They fuel the lasting impression the customer has on you.
That is why it is of high pertinence that you analyze the engagements through the lens of interaction. You will find numerous tools and metrics to put the figure in numbers. Once you know that, strive to fill in the gaps. This will give you room for a broader and clearer understanding of you and your client.
Revamp Customer Service
Customer service shapes the customer experience. Now to bring out the most of customer excellence, you will have to work on its core elements. Some of which are clarity, accessibility, efficacy, accuracy, and transparency. Each of these elements holds a strong role in displaying your diligence as a service provider. When you imbue all five of these facets, you can say goodbye to the budding churning rates and attrition as well.
Round the Clock Availability
Your customer would not like to be left hanging in the dark. All your user is looking for is quick and easy support. Start by including options of live chat on your website. For this, you can deploy a 24×7 chat bot that serves the purpose. Email, telephone support, and having a strong social media presence gives you the much-needed boost up.
Constant Communication and Conversation
One of the best strategies to improve customer excellence is by communicating. Checking in with your customers every now and then looks like a good idea. Not only that, sending out periodic newsletters or other features with a consistent cadence works in your favor too.
For starters, call each new customer—a week or so after they become a customer—to simply check-in. Ensure that they don’t have any questions, and let them know how to reach out if they do.
Expand Business Opportunities
It is a given that your current clients must be happy and fulfilled with your product. Or else, they would have left you or chosen a competition instead way back itself. Pat yourself in the back as the initial stages of uncertainties and apprehensions have erased. And with this, they have built the trust in you.
Hence, it becomes easier for them to buy new products that you may offer. As per a report by Marketing Metrics, the probability of selling to an existing customer is 60% – 70%, whereas for trading to a newer client is only 5% – 20%.
Never Say Never
There are times when a customer demands a little extra from you. It is okay to go beyond the norms of your rule book if that is what the situation seeks. When you handle the customer’s complaints, you can tweak your SOP, (standard operating procedure) and strive to satisfy the angry customer.
To achieve customer service excellence, you will have to go the extra mile for your clients. Facilitate flexibility and show them that you truly value their presence with you.
Look into the Customer’s Journey
Knowing and tracking the journey of a customer is crucial in any SaaS business. You need to set goals which your customer would achieve through your main product. There would be some time for them to adopt your product.
Only after product adoption, they would reach the final stage when they have become your loyal customer and then eventually a brand advocate. This is the stage in the customer journey where they are most excited to hear about your new offers.
The role of Customer Success Technology
It turns out to be extremely useful if the myriad departments of a company could collect data under an umbrella. That is where the role of a customer success technology comes into play. A customer success technology suite helps in updating the data, for everyone’s benefit.
Not only that, it will club in customer support ticketing system, monitors website visitation and delves in various marketing automation tools. Usage tracking and analysis, value management, client intelligence, real time and multi-channel engagement are some of its additional functionalities. When you add in a hint of technology in your systems, get assured to celebrate excellence in no time.21
That’s a Wrap
Long story short, customer excellence is all about driving excellence in the eyes of your customer. Although it sounds really simple, but it has its own nuances and bits of sections that you need to delve into. The only way to achieve long-term client satisfaction is by imbuing excellency in each of your product or services. It is never too late to start building a culture of customer excellence in your organization. All you need to have is the zeal and passion to do so.
Simran hails from the content marketing backdrop with extensive knowledge in blogs, articles, and technical whitepapers in the non-fictional domain. She uses her ‘gift of the gab’ to explore new possibilities on her way and to make an exquisite impact on her readers. In her spare time, she likes to read journals on artificial intelligence or play with her cute kittens.
Published November 18, 2020, Updated October 28, 2021