Conventional wisdom points toward customer satisfaction surveys as the best way to pinpoint what specifically draws the customer back or pushes them away. Studies have shown that there is a direct link between satisfied employees and happy customersso it makes good business sense to invest in discovering what your employees need to stay loyal and satisfied. This creates an environment of positive, helpful people ready to bend over backwards for the customer.
Customer service is one of the most important levers of profitability, but one of the least understood. Most managers can improve customer service and lower costs at the same time, but this requires that they re-examine some important assumptions about how customer service is defined, measured, and managed. The theme of my monthly columns is that the most compelling business opportunity for most managers today is to create more profitability from their current base of business.
Your customer service agents might be hard workers, but if systems are preventing them from being productive, hard work might not equate to efficient work. But what exactly does it mean to work efficiently? In an ideal world, efficient work means achieving maximum productivity with minimum wasted effort.
Andrew Carlson knows the hospitality business! He has experience from the front line to the front office and knows what it takes to be successful in this highly competitive industry. His work includes programs to ensure exceptional customer service to creating unforgettable experiences. He is a speaker, coach, and author of "Customer Service is the Bottom Line".
New customers are certainly important to the growth of a business, but if you want to look at what customer service is contributing to your revenue, look no further than customer retention. This is absolutely critical for growth in any company; the key is to hold onto customers through excellent customer service. That way the only direction you have to go is up!
It generates new customers. It generates return business. A happy customer is much more likely to come back and buy.
For instance, why do I drive across town to get coffee when there is a shop just around the corner from my house? Is there a reason I always stay at the same hotel chain when traveling? And what about those flights?
Running an ebusiness means running the risk of considering customers as numbers and stats rather than as human being in your brick-and-mortar store. Without the concerns of a tangible business, many ebusiness owners are tempted to cut costs and zero in on their sales margins as the sole indicators of success. However, this could not be further from the truth. Simply that there are other ways to achieve success than to put the emphasis on sales and customer acquisition, namely putting the customer first.
Researchers discovered that regardless if your customer service is outsourced either on shore or off shore this affects the net worth of your business. This information was presented to determine the impact of off shore outsourcing of customer service. The researchers reviewed the outsourcing actions of North American companies including business units.