Businesses normally don’t start out thinking they want to offer not good customer service. However, with time, it’s easy for mediocracy and laxity to kick in, leading to very poor customer service. Consumers are increasingly on the look for customer service to differentiate between good and bad brands. That means they are always judging businesses based on how satisfying the interactions are, on aspects such as customer service, pricing, and product quality. Customer experience plays a leading role in most purchase decisions consumers make all over the world. If the quality of customer service is slipping, then it might be a good time to refresh your customer service strategy.
Here are some signs that your customer service strategy needs some revamping.
Customer Churn Rate
There are some occasions where it is evident that your customer service is not up to the task. When this period happens, you will find that consumers will vote using their wallets in case the customer experience doesn’t add up. Today’s consumers have a lot of choices and options than ever, and that makes it very easy for them to switch brands within minutes. Switching brands leads to a high churn rate. When you notice customers are leaving your business for another brand, it’s time you strategize.
Negative Customer Feedback
Today’s consumers are not rushing back to brand after they have a poor customer experience. Instead, they make use of third-party review sites and social channels to air out their frustrations and let others know of the experience they had with such brands. People are more likely to leave reviews after a negative experience than they would do after a positive experience. Receiving negative feedback is not fun for any business and it can take a huge toll on your customer acquisition efforts.
Customer Satisfaction Metrics
You should always be on the lookout for customer satisfaction metrics. No one can provide a better insight into your customer service than those who receive it firsthand. Today, there are many methods you can use to measure your customer satisfaction. Some of these methods include; post-purchase surveys, brand-related conversations on social media, net promoter scores as well as having a physical chat with a client. The best avenues to explore will be depended on your company and what you prefer most. Actively surveying and monitoring customer satisfaction will help you learn what’s in the minds of your customers.
When it comes to customer service, your frontline representatives will be very valuable. They understand all the operations of a business than anyone else. This makes them a very valuable resource to leverage when it comes to looking for actionable feedback. Ask your team how quickly they are able to solve customer problems. Evaluate the common issues that customers come to them with. Ask if there are any complaints coming about customer experiences and feedback. Having all these questions well answered will help you evaluate the level and standard of customer service you are currently providing.