Customers want a consistent service experience. It seems like that would be easy to deliver yet it is not the norm. Since it is not the norm, consistency becomes a differentiator. Check how well you deliver consistency with these strategies.
- Be reliable. Get it right the first time. Whatever the customer needs, they want you to be reliable and accurate. Customers don’t want to deal with an organization multiple times due to your shortcomings. Deliver what you promise.
- No surprises– unless they are positive ones. Most surprises are ones where the company doesn’t deliver as promised. Surprises can include interactions with challenging employees, lack of follow-up and slow responses to social media communication. Surprises often create angry and vocal customers. Look at your consistency in service standards and processes.
- Team members “on board” with customer focus.Customers want to deal with competent and caring employees. Your employees are a reflection of your culture. They are the voice of your company and your best ambassadors. Don’t script them but make certain they are armed with great information and empowered to personalize their responses. Allow them to anticipate and act in ways that drive customer loyalty. The consistency must be in hiring, training and coaching effectively.
- Consistency across channels is the expected now. According to a study by Econsultancy/CACI Integrated Customer Experience Report, 58% of companies say they are just now developing a strategy for delivering an integrated customer experience. As customers access information in their preferred channel, you must have a holistic picture of their needs. All departments must have that view at their fingertips. Customers are no longer patient with the companies that continue with their silo driven approach.
Consistency is a selling point and a source of repeat business. Customers want simplicity, ease and no hassles. Make consistency a strategy and a foundation of your customer- focused culture.
This article was first published on Business 2 Community.
Lisa Ford is a speaker with over 20 years of experience presenting to businesses, associations and government. She speaks throughout the United States and internationally on topics of customer service, leadership, team issues and change. Her recent book is Exceptional Customer Service – Exceed Customer Expectations to Build Loyalty and Boost Profits.
