Customer Contact Services – The 3 Things You Must Absolutely Do to Create Customer Love & Loyalty
Customer Contact Services (Part 3 of 3)
Welcome to the final article in our 3-blog series on how to create customer love and loyalty. It’s an ambitious — but essential — goal if you want your company to grow and thrive. It takes the will to deliver high touch customer contact services, and the ability to do things right. You might think that’s enough, but there is one more critical factor – one that may be less obvious.
An Open Mind
You have to listen and learn in order to continuously improve. Your customer contact services may be humming along smoothly today, but your company must keep evolving to retain customer interest and ensure you’re offering – and delivering – products and service beyond their expectations.
It’s the kind of challenge that top brands welcome. After all, if you aren’t improving and growing, your company is stagnating. Companies with an open mind are driven to actively listen to customers. You can learn directly from what you hear, and you can read between the lines to gain additional insight.
How?
Reviews. Every retailer knows the critical importance of online reviews and social sharing. Your brand now lives and dies by these comments. Are you listening? Every complaint, question, or “I wish” suggests a way you can improve. These opportunities can boost product and packaging development as well as customer service. Taking note and following through boosts branding.
Call center interactions. Top fulfillment companies allow you to record customer ordering and service calls. You can use these recordings to improve the performance of call center personnel, but again, every question and comment can point the way to a product or customer service improvement.
Returns. Do you just write off returns as a cost of doing business and move on? Every time a customer has to send something back, you have disappointed them in some way. That creates a negative impression of your brand. The truth is, returns are not inevitable, because mistakes and damaged goods are most often avoidable.
A fulfillment partner that has the will and ability to do it right has your back here. You may be on your own when it comes to listening to your reviews, but they should be your strongest ally when it comes to learning from the ordering process and returns. They want every one of your customers to receive a “wow” experience as much as you do. By providing detailed, custom-tailored reporting, 24/7 data access, insight and advice based on their long-time fulfillment experience, they can help you learn things you would never have discovered on your own.
Today’s customers are very demanding. Yet many of them expect to be let down. With reliably high touch customer contact services, you can delight those who expect nothing. And those who expect nothing but the best. You’ll earn their unwavering love and loyalty.
