In every industry, there is continuing evidence that customer satisfaction drives buying behaviours and business performance.
A satisfied customer is the priority of every business manager. In this digital age, the dissatisfied customer is a danger to your brand and your reputation.
Before you can say ‘Instagram’, your poor customer service delivery may make entertaining reading for thousands of existing and potential customers.
People skills and employee engagement are critical and are influencing buying decisions more than ever before, according to the UK Customer Satisfaction Index 2016.
Stolen glances…
Employee engagement must be a priority for every business if profit and customer retention are to improve.
In fact, customer experience is proving to be the only durable competitive advantage in today’s marketplace.
‘The greatest differences between the top scoring organisations and those with a lower score are centred on people measures, complaint handling and speed of service’ (UK Customer Satisfaction Index 2016).
Businesses in the 21st century need to demonstrate a genuine commitment to customer service, through a variety of platforms, methods and work at sustaining a positive relationship with their customers.
The Look of Love…
Even if things go wrong, customers will stay loyal and ‘engaged’ if the issue is handled with speed and consideration.
Being engaged is more than just offering a smile or a smooth transaction process. In fact, the true definition of being engaged means ‘a formal arrangement with an agreement to marry or enter into a long-term, committed relationship’.
Let’s take the idea of customer ‘engagement’ a little further…
According to the well-known dating website, eHarmony, there are a few signs you’re ready to get engaged. I thought it would be a real test of the term ‘engagement’ to see if these tips cross over from a personal relationship to a business relationship.
To paraphrase the words of Beyoncé, ‘If you like it, then you better put a ring on it’.Just say yes…
Show you care so much about your customer that you are prepared to engage in a long-term relationship with them. You are not just after the quick sale or ‘one-night stand’.
You’re in it for the long haul. Customers are seeking honesty and commitment in the 21st century and if you get it right, they’ll stay ‘till death do you part’.
