Most organisations we speak to truly don’t know the breadth and depth of customer service.
Research conducted in the US shows that customers appreciate good service so much that they’ll pay more for the same product in return for superior service.
There are six steps to creating a strategy for good customer service:
- Identify your customers
- Focus on their needs and expectations
- Develop a plan to provide service that exceeds your customers’ expectations
- Implement the plan
- Evaluation the plan
- Continue to improve your strategy
Why do customers cease to do business with an organisation? Some of the reasons are:
- 1% of them die
- 4% move to a new location and do business with somebody else
- 6% develop new relationships and move their custom
- 9% move to the competition that are offering better deals
- 10% for an unknown reason
- 70% stop being customers because they feel undervalued by the organisation during a moment of truth with that organisation (eg indifference by an employee of the organisation during a transaction).
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