Every business has a customer experience but it turns out that most are not really aware of theirs. There is a saying “Perception is reality”. If that is in fact the case for most people, it would be wise to find out what your customers’ reality is concerning your business.
Check this out. One of the latestes surveys indicates that even though 80% of companies believe that they offer “superior” customer service, only 8% of customers think those same companies deliver “superior” customer service. That’s a huge disconnect between what the company believes and what their customers think about them. One of the biggest reasons for this may be that less than 5% of dissatisfied customers actually let the business know. You can’t fix what you don’t know is broken.
Here are some ways to get your customers talking to you and about you.
- Be responsive…now! Over half of the folks surveyed said that they would only try once to reach “support” before throwing in the towel. That means they just clicked the back button and went to your competitor.
- Train your staff. Almost 3/4 said that they would give up a brand because of rude or incompetent staff. Maybe you need to review hiring practices or training curriculum.
- Don’t be difficult. Offer different ways for your customer to get in touch with you. Phone numbers that are easy to locate, email forms that don’t ask for too much information or better yet, instant chat for instant solutions.
Truly discerning what your customers’ experience is with your brand takes some digging and often getting an outside perspective is the only way to see reality. If you need help seeing your customers reality, let us know. We’re happy to help.