HOW YOUR COMMUNICATION AFFECTS YOUR CUSTOMER SERVICE


Good customer service pays off. Can you remember the last good customer service experience? What made it good? We love the Starbucks example on good customer service. If we could model this behavior for how we interact with potential customers, it could radically impact our ability to perform.

When you walk into a Starbucks, you walk-in and the store is streaming seasonal music. Interested in knowing the song? You can simply open the Starbucks app and add that song to one of your personal playlists. Nice! Then when you actually order your coffee, you can customize it to your liking. If you’re into vanilla almond milk lattes, then you’re in luck! And when you complete your order, they transform the experience from customer to client. They ask your name. How do you feel after that experience? If you’re like us, pretty satisfied. But they don’t stop there… You are rewarded with their star system and you’re one star closer to getting a free drink. Once they call for your drink, you see your personal cup of coffee. It has your favorite ingredients, your name on the cup, and your own creamer-shaped-heart to top it off. Starbucks has totally transformed the coffee industry and consistently creates Raving Fans.

But what about the bad experiences? Maybe you can’t recall one, or maybe you’ve never forgotten them. You can invest a lot of time in making your customer service experience remarkable, but people are 2x more likely to share a bad experience than a good experience.

To help improve customer service satisfaction, we’ve created a Communication Diagnostic for you to complete. It’s 10 questions asking about your communication strategy, both internally or externally. At the end of the diagnostic, we will email your score and give praise for what you’re doing well, but also offer feedback on areas of improvement. Complete our Communication Diagnostic and receive your Communication Effectiveness Score!

Comments

Post a Comment

Popular posts from this blog

Outsourcing: an overview

Image
Outsourcing: an overview Outsourcing today simply involves using external entities to handle specific, specialized business functions so that organizations can focus on their core competencies. The idea of seeking outside support for areas that are not core to a business is many decades old. However, seeking support from external providers can make a lot of sense, especially in fields that involve considerable complexity. One example, as human resources becomes increasingly complex practice, especially in areas that involve often complex and arcane laws such as benefits and employment law, many smaller companies are increasingly outsourcing some or all of their HR tasks. IT is another example. Like human resources, IT covers a wide range of specialties, for which no one or two individuals can possibly hope to be fully versed in. As the CEO of a small- to medium-sized firm, or perhaps a line manager, why should you consider outsourcing all or part of the IT function? One immediate rea
Read more

Can you do this at home?

Image
Can you do this at home? Outsourcing HR, real estate portfolio management, tax audits, etc is fairly common nowadays. This whitepaper discusses another function which, when outsourced, can bring greater efficiency and effectiveness to your business’s overall functioning--IT. IT is one of the core functions of any business. There’s no aspect of a business that is untouched by IT. Outsourcing IT is a big decision and it is not surprising that many organizations choose to manage their IT in-house rather than relying on outsourcing. However, outsourcing your IT to a managed service provider offers numerous benefits. Availability Depending on your service level agreement with the MSP, you get access to an IT team 24/7 when you bring a managed service provider on board. With your in-house IT team there will be days when some of them may be on a vacation or an unexpected day off. You also probably cannot justify 24/7 internal IT support, even though your IT needs to run 24/7. All of these cha
Read more

So, what is this “Unified Communications” thing, anyhow?

Image
So, what is this “Unified Communications” thing, anyhow? Have you heard the term unified communications tossed around lately? It seems to be used a lot in IT, telecomm, and work collaboration circles. Unified communications is a newer concept that refers to a conceptual platform where multiple communications channels can join together to increase productivity and facilitate collaboration. Here’s one way to look at it. Imagine that you only own one car. And imagine it is a sporty two seater. And then imagine you decide to invite five of your friends, none of whom are able to drive, out to dinner. This means you would have to pick each one up separately and drive him or her to the restaurant. And of course, one of them lives down an old rough farm road, so you have to drive very slowly so you don’t damage the underside of your expensive little two seater. This scenario is pretty similar to the way we handle business communications today. We aren't able to just throw everyone together
Read more