You're in it to "make it," so that means you understand the importance of rock-solid customer service. Exceptional service should permeate through your entire organization and be taught to all employees whom are customer-facing. You can't miss a beat, and if you do, you risk losing customers. And, retaining customers after you have worked so hard to earn them should be at the forefront of your goals too. Our articles this week emphasize and focus on both of these points, and then we also give you some lighter reading that has quick hit stats and facts so you stay service-inspired. Enjoy!
How Sales Can Have a Positive Influence on Customer Service
This article makes a great point— service is definitely a part of your sales process. In our businesses, we should not separate the two roles (customer service and sales) in a way that customer service is not an integral part of your sales training. Why? Customers don't compartmentalize how they should be treated based on who in your company is interacting with them; their customer service expectations are the same no matter who they are talking to. Read on to get tips for incorporating better customer service measures in your sales practices.
Sales and customer service reps – as customer-facing employees – all have an important role to play in creating the overall customer experience. Indeed, the main difference between the two roles is that the sales team deals with customers before a sale, while the customer service team typically attends to customers after a sale has been made.Businesses have a tendency to view customer service as something that only occurs post-sale, but customers do not see it this way, and view every interaction with your organization as “customer service.” What this means is that your sales executive training should have a customer service element – and the two teams need to work together for improved consistency...
8 Customer Retention Strategies that Work!
In the above article we learned about integrating solid customer service measures in customer-facing roles, like sales, and in this article, we focus on how to keep those customers that you worked so hard on impressing. Repeat business is the best business since you don't typically have to seek their interest, and once they love you, they tell others about you. Best marketing you can have for your business! These 8 strategies are need to be ingrained in our brains.
Retaining customers is one of the biggest challenges your business will face. Getting a customer to shop with you is one thing but getting them to make repeat purchases is another. If a customer isn’t happy with their experience and is left unattended it can often be too little too late. They’ll look to your competitors for a better product or service and at that point, there’ll be nothing you can do to stop them.
Luckily, there are a few simple steps that you can take to avoid this from ever happening...
55 Customer Experience Facts Not Worth Ignoring
Now this one is loaded with interesting, inspiring, and fun statistics regarding our favorite topic: customer service. It's a lighter dose on the subject to get your wheels turning. And, there's a great infographic at the end with 20 more facts and statistics. After you read this, you will have plenty of information to back the messages regarding service that you drive home within your businesses.
Customer Experience (CX) is the interaction between an organization and a customer over the duration of their relationship.
The quality of the interaction is determined by:
- Journey the customers has to take
- Touchpoints of the company with the customer along the way
- Environment (e.g. in person, digital, phone) in which the customer and the company interact
Customer Experience is measured by the individual’s experience during all the points of contact versus the individual’s expectations...
Read the full article on barnraisersllc.com
