Who delivers your customers’ “WOW” moments?
Whether you run a large corporation or a small brick and mortar shop, good customer experience is the common denominator that keeps people coming back for more. Companies can spend a fortune on great marketing and branding to draw attention to quality products, but it’s the people in the business (and how they treat customers) that makes the difference between a great customer experience and an ordinary one.
In fact, a customer trends survey commissioned by Forbes Advisor found that when it comes to what customers care about most when interacting with a company, 53% indicated that the experience mattered as much the products or services it provided. The bottom line is that unless we are giving customers a positive and memorable experience every time they interact with the business, they will not stay. Added to which, if they leave in a huff, they’re likely to tell others about their negative experience.
So, how can we be a customer-focussed team of brand champions?
1. Lead from everywhere
Everyone in all parts of the business can show each other how good customer service is done by demonstrating hands-on service excellence and by supporting each other in offering it always, without exception.
2. Celebrate and incentivise
Celebrate and acknowledge WOW moments and find ways to encourage customer service through incentive based bonuses. By calling attention to an employee’s victories, you encourage the rest of the team to do the same.
3. Create an omnichannel customer experience
Customers expect the same level of service excellence across channels (social media, phone, email or chat) and don’t want to have to repeat themselves each time they interact. Be sure to update digital records of customer interactions so that everyone who deals with the customer are on the same page.
The 2022-2023 State of the Industry Report by PRINTING United Alliance concurs that customer service is a “crucial differentiator” and recommends that printing companies diversify their services to meet their customers’ evolving needs.
The report adds that there is an increased demand for personalisation and customisation, with customers looking for value adds in the form of unique and tailored products. And, of course, sustainability is becoming increasingly important to customers.
In short, by making use of the advanced printing technologies at our disposal and fostering a culture of customer service, we can not only enhance overall customer satisfaction, but also increase our own satisfaction at work.
Every person in our organisation plays a pivotal role in crafting 'WOW' moments for our customers. Whether you’re on the front lines interacting directly with our clients or behind the scenes ensuring the seamless operations, all contributions are crucial. Each task, no matter how small it may seem, accumulates to form the extraordinary experiences that set us apart. It is through our collective effort, creativity, and dedication that we consistently exceed expectations and make a significant impact on our customers' experiences. Every individual is a key player in our journey towards excellence.
Yunus Docrat - Service Manager - KYOCERA Document Solutions South Africa
