Four Major Criterions to meet your Customer's Service Expectations

The term satisfaction is closely related to expectation. Relatively speaking, you only need to exceed your present expectations to achieve customer satisfaction.

For better or worse, the recent years have seen customer expectation steeply climbing high.

Yet, it’s more important than ever for businesses to impress and satisfy their customers. 89% of marketers think customer experience will become the main differentiator in 2017.

Sometimes it’s really difficult to understand what customers want and how to get them satisfied. Each individual has unique preference, but being a customer, all people want a single thing – quality service.

Now what is quality service? Simply put, quality service is something which exceeds the customer expectation. In this blog we are going to discuss about four major customer expectations and how to address those.

Personalize your Customer Experiences

Today’s customers are accustomed to receiving personalized experiences in the web and digital ecosystems. They have grown to expect the same experiences to be infused into their daily and customer service interactions.

They assume that you have the knowledge about the objectives, interests, and challenges. Even sometimes greeting by the first name means a lot to them. Customized service, personalized offers, follow up calls ensure satisfaction– make them feel special.

To begin with, consider these facts.

• 66% of customers say they are likely to switch brands if they are treated like a number instead of an individual.
• 73% of customers prefer to do business with brands that use personal information to make their experience better.

In short, there is an immediate requirement for you to personalize your customer service experiences. A customer management platform lets you collect and streamline all customer information. This also allows you to streamline all the necessary customer responses.

You can access knowledge about customers’ name, contact numbers and background, information on purchase history, and pervious complaints, so on and so forth. You can also access personalized data based on associated contact data and other related parameters.

This helps you instantaneously switch to one-to-one customer conversations and streamline different interactions. You can also cumulate the data into necessary forms.

Initiate Communication through Multiple channels

The business need to keep open multiple channels for customer interactions.

Customers want self-service, digital, voice, and social ways to interact with a brands and its executives — and they expect each to provide a personalized experience. In past three years, the use of live chat and social media communication has increased dramatically.

• 63% of customers said they were more likely to return to a website that provides live chat option.
• Research from JD Power finds 67% of customers now tap social network like Twitter and Facebook for customer service.
• Nielsen has found that 33% of customers prefer to contact brands for information and customer care service using social media rather than telephonic conversation.

So, if you have a multifaceted communication system with people, your customers will be more engaged with the brand. You will have more feedback for improvement and more chances to bring your target customer into the sales funnel.

Manage Quick and Slick Customer Responses

Having quick response to a complaint or a query happens to be the prime concern of a customer. While launching a complaint to the customer care service, people are always in a state of urgency.

According to a survey of social media users by the joint Nielsen-McKinsey venture NM Incite–

• 33% of customers would recommend a brand that provides a quick, but ineffective response.
• 17% of customers would recommend a brand that provides a slow, but effective solution. 

Unquestionably, the demand for quick and effective solution will be stronger than the above two. But, the interesting thing is customers always prefer the brands that reach them within an hour of the complaint or query.

53% of people, who tweet about a brand, expect a reply within one hour. That figure rises to at least 72% for those with a complaint. Whereas, just 14% of customers anticipate a response will take a full day or more than 48 hours.

Create Diligent Follow-up Protocols

The majority of customers like to have follow-up calls. But, that doesn’t mean you can call your customer anytime.

These facts will throw the light on the significance of follow-up activities-

• Odd times are not suitable to call a customer, as it causes annoyance.
• Whenever customers ask to call after one hour, you should call them exactly after one hour – maintain the reliability anyhow.
• Call your customers to ensure satisfaction, even after the purchase.
• Excessive calls, mails and messages result in detachment.

Follow up calls increase loyalty and enrich the brand-customer relationship. Let your customers know that the relationship matters for you and you are incredibly eager to maintain it.

Consistently meet the set Customer expectations

Needless to say, sporadic good customer management could lead to increased complaints. You need to provide the assurance consistently by providing good customer responses.

You can meet and manage these expectations with a customer management platform. In this, you can collect the entire customer data involved in providing personalized services, managing multiple communication systems and delivering prompt response on a single dashboard. You also need to have a reminder system for following-up with prospects.

CRM or Customer Relationship Management software facilitates you with-

• Opportunities to update customer details and call summaries
• A common dashboard to access information easily
• A mutual platform for receiving and responding to feedbacks, social media comments, enquiries, and complaints
• An opportunity to raise unique ticket number for each query, so that executives can follow up with the status of the enquiry
• An integrated system to manage customer relationships to create more happy customers.

Conclusion

Being a very crucial challenge for any customer service executive, ‘customer expectation’ is a never ending topic. Even for the customer it matters more than anything. 86% buyers would pay more for better customer service.

For addressing all those expectations you need a perfect tool to manage information properly and coordinate with other employees. Kapture CRM can help you there.

Set and Achieve Smart Business Goals with an Integrated Business Management Platform

Do you want to improve your team performance and build stronger business strategies? Are you utilizing your business management platform at its best?

Most of the business owners believe Business Management is all about achieving their sales quota and afterwards providing excellent customer service. This is one way correct. But modern day business management needs to go beyond that.

Being the most useful business management tool, CRM software plays a dynamic role in today’s competitive industry.

Customer Relationship Management System has become so much popular, that last year (2016) overall CRM usage increased from 56% to 74%. Furthermore, 91% of businesses with over 11 employees now use CRM software for customer management and organizational improvement. That is why it is expected that the CRM sector will turn into a $37 billion industry by the end of 2017.

A business management software helps you clarify your business objectives and set clear goals. These have made it crucial for organizations to evaluate and optimize their entire activities.

In this article we are going to discuss how a business management platform will help you in setting and achieving smarter business goals.

Know and Understand Your Sales Prospects

A business should be able to identify who will be the future customer. This prediction helps to build a better sales strategy. A systematic analysis of customer’s purchase history may help getting insights about the buying pattern and predict the possible future purchases.

For example – every month, a particular customer usually buys 10Kg rice and 3 packs of fruit juice from your grocery store. Seeing this purchase pattern you can predict that she/he will buy the same products, in the same quantity, next month.

Though this is an over simplified example, CRM software can analyze more complex data and give an idea about the future prospect of sales.

In the other hand, this analysis would also help you recognize any possible risk well in advance. That way, you can be prepared for any reduction of profit as well.

Monitor Brand Reputation

Maintaining strong brand reputation over time demands more than hard work and perseverance. At first, you have to keep an eye on the variable graph regularly. In order to get a clear vision on your brand reputation, you need regular report on customer feedback, reviews, and social channel ratings.

For example – you are receiving constant negative feedback on social media, regarding the quality of your product. That indicates your brand reputation is going down and the product quality needs to be improved.

You should be able to continually monitor and improve the social feedbacks coming into your business.

CRM software helps you monitor each and every review that is necessary to understand your brand position in the market.

Leverage Talent Management and Employee Recognition

Yes, CRM has a strong role in talent management as well. With the CRM software you will not only receive every detail about the customers, but you can also get daily report on work progress. It helps you identify competent employees, who are the future assets of your company.

For example – one of your salespersons successfully accomplished the target within a very short time frame. You can get instant report on the project updates and identify the best talents in your organization.

It opens up a larger opportunity for employee recognition within the company. With the help of this report you can arrange special training programs for the underdogs, and appreciate the strong members to encourage their enthusiasm and dedication.

Streamline Team Spirit with Effective Collaboration

Most of the projects fail due to lack of collaboration within the team. Many companies are now suffering from this kind of unwanted conflicts among the employees that severely effect on organizational growth. But CRM can get back the lost team spirit, ensuring appropriate sharing of data and perfect distribution of work.

For example – a team with 10 members is handling a big project on product distribution in a particular zone. With CRM software the management can ensure the equal distribution of information and data that is needed to execute the plan successfully.

It strengthens the team collaborate and reduces misunderstanding among employees. Hence, the company gains a flawless and strong functioning team.

Conclusion

The advantages of CRM solutions are far-reaching. Apart from the customer management, it is proved to be effective in building a smart office culture. Besides its business automation power enhances the sales opportunity to a large extent. This gives teams, not only the salespeople, the essential time and tools to successfully grow your business in the most resourceful way possible.