2. Maintaining Quality Customer Service
Improving employee retention and maintaining quality customer service go hand in hand, as without the former, you can’t expect to have the latter. Keeping up with shifting customer expectations only grows harder for businesses as services enhance and technology advances – which we will touch on later.
The first steps to satisfying these changing expectations entails understanding what your customers currently experience and what they want from your brand. Tools such as social media review monitoring and mystery shopping can help you identify these expectations and experiences.
Social Media Review Monitoring
Because of social media platforms and online review sites, finding out what customers think of your brand doesn’t have to be hard. One of the hardest parts is collecting the information and effectively analyzing the data to interpret it all.
Fortunately, there are social media review monitoring tools that can aggregate any mentions of your brand – and those of your competitors – and easily visualize and analyze the data, while also offering actionable insights on a managerial and/or individual store-location basis. If you’re interested in learning more about these tools, let’s schedule a meeting to discuss your specific needs.
Mystery Shopping Programs
Beyond social media, there are other ways your brand can best understand what your customers experience in-store or online. First, ask yourself the following questions. Do your customers have the same experience online as they do in-store? Are your customers in the restaurant space receiving the same quality food when they order take out as they do when they dine in? Do in-store retail shoppers receive the same personalization and custom experience as they would online?
The need for personalization cannot be overstated, as a recent Accenture study reports that 48% of consumers expect specialized treatment for being a good customer, and 33% will leave a brand if they don’t receive a personalized experience.
Secret shoppers can help you gain clear vision on these questions and identify your employee’s customer service strengths and weaknesses by evaluating what your brand values most – product knowledge, friendliness, helpfulness, etc. – and offer insights to better personalize and customize every experience.
With the help of these and similar tools, your brand can zone in on specific strategies to ensure a seamless transition and quality experience with every interaction, no matter the medium.
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Awesome post! Keep up the great work! :)
Great content! Super high-quality! Keep it up! :)