When your small business grows, one of your first thoughts should be how to scale customer service. How can you maintain the same level of care for your customers when you double or triple in size? This is a challenge every small business hopes for, yet when it arrives it can be a daunting task to face. Your customers, new and existing, expect the highest level of customer service. It is not only your job to deliver that but to also ensure no disruptions to their experience despite any changes – positive or negative – happening in your business.
Here are a few effective ways to scale your customer service operation effectively as your small business grows.
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Nearly every company seeks to improve customer service despite inevitable product returns or common customer complaints. In fact, that tends to be when we care the most. How does your company measure against the competition? Do your customers’ opinions of your company or brand change once they need to return a product? How easy is it for them to take the necessary actions to return your products?
Here are 7 ways to improve customer service in spite of product returns.
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Customer service automation is the way of the future. That is not to say that customer service will be fully replaced by bots anytime soon. But augmenting your existing customer service process with some automation is not a bad idea. In fact, companies who have leveraged automation as part of their customer experience are seeing higher profits than those who do not.
Here are a few ways automation’s new role in customer service is proving successful:
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According to a 2016 State of Small Business Report, companies across a variety of industries plan to use customer retention to grow revenue in 2017. How will they retain more customers? Their flagship strategy involves improving the customer experience.
The reasoning behind this strategy is simple. Happy customers are often loyal customers. A positive customer experience leads to reductions in churn, increases in customer advocacy, and can even create a competitive advantage over those lacking great customer satisfaction.
Here are 5 ways to improve the customer experience and grow your revenue in 2017.
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We’ve all been there.
Sometimes, you have a bad customer service. It does not define your brand. But, it is a great learning opportunity. What went wrong? Could it have been avoided? How will you prevent the same mistake from happening again?
While positive customer service stories can help you define your model for exceptional customer service, the negative ones are just as important. Negative customer experiences shape the way your customer experience changes to address potential or existing roadblocks to customer service success.
Here are 3 great examples of large companies who have lost customers due to a lack of great customer service. We’ll also show you how to fix these issues before they happen to you (without having to spend a fortune!).
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In this digital age, we are faced with intense competition. The customer experience is often found to be a primary differentiator, regardless of industry, which is why great customer service is so fundamentally important to companies today. Research supports this, showing that 55% of consumers are willing to pay more for a guaranteed positive customer experience.
When we fail to meet customer expectations, they are able to move on and purchase their goods and services from a competitor quite easily. Furthermore, companies that conduct business operations online – includes sales and returns – have a higher risk of losing customers due to a poor customer experience just because they are engaging with customers more. The more we engage with our customers, the more opportunity there is to fail from a customer service standpoint.
Here’s how to avoid a major customer service fail and keep from losing valuable customers.
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