Being confident. By conveying confidence the customer knows straight away that their case is going to be dealt with by a Read more
Do you know what customers care the most? Confidence in knowing that their issue is being taken care of. Here at Business
Customer Satisfaction Score (CSAT). That’s a no-brainer. If you are measuring customer success then the first place to Read more
There are lots of mistakes company do when they try to hire qualified people to deliver. Every company vows to have great Read more
Contact centres originally existed to service customer enquiries. They were built as a cost centre. Customer services was seen as Read more
How do you stand out while disrupting your competitors during a competition, if not the entire industry? How can you be the most convenient company in the world? So, here are ways you can compete – and disrupt – your competition:
………..Stop comparing yourself to your competitors……………
………..Be amazing on social media……………….
…………Respond quickly to every customer inquiry or comment – A quick response time can make a customer say, “Wow!”
Other convenience principles will help you create loyalty and gain market share.
Reducing friction means making it easier for the customer to do business with you. Amazon does this really well on their website by making it easy find the item you want. If you’re already in their system, you’re done in just one click. To make reordering simple, they have created dash buttons for hundreds of different brands.
When you are running low on a staple item such as laundry detergent or toothpaste, you just push a button and it is delivered within a day or two. They’ve made it so convenient, you don’t even have to go to your computer anymore. With the Amazon Echo, you can ask it to do everything from place an order with Amazon to turn on your TV.
Consider what Uber did to the taxicab industry. If you want a cab, you have to call the cab company and wait for the taxi, with no idea when they would show up or what the ride was going to cost to you. Then you had to pay for it manually. Uber reduced all of that friction, saving you time and aggravation.
Panera is an example of how self-service can actually prove to be more convenient for the customer. Instead of standing in line at the counter to place an order, Panera provides the option for customers to order and pay for their meal at a kiosk. When you place your order at a kiosk you are given a pager, then you take your seat at an open table.
The tables have sensors built into them; when your order is ready, you don’t have to get up because the server already knows where to find you. You might think with these advancements they wouldn’t need as many people standing at the counters and supporting customers, but they’ve never eliminated employees. Instead, they’ve moved the people at the counter to food delivery, allowing those employees to better engage with the customer.
As we all know, Christmas is around the corner and shoppers are getting ready both on the high street and online. Consumers Read more
To improve your customer experience you need to meet and go beyond your customer’s expectations when communicating with Read more
Oh yes, live chat can improve customer satisfaction. Are you wondering why this is so? Let’s take a closer look at some reasons Read more
Below are some interesting links for you! Enjoy your stay 🙂
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