Years ago, when I was just starting out as an executive, my boss shared an important lesson with me about leadership. His advice was Always keep your focus on the total experience people will have working with you or your business, rather than just on one small part of that experience. This advice has stayed with me to this day and has helped guide my own personal and professional growth. Here’s why I think it’s so valuable.
The Nuts and Bolts of Customer Service
Customer service is the cornerstone of any successful business. A customer service team, backed by a company’s marketing strategy, can be the difference between going out of business and thriving in an otherwise tough market. Customers are smart and they know when they’re being taken for granted; it’s essential to create a positive and memorable experience from start to finish if you want to keep customers coming back for more.
The Power of 3.0 Customer Service
For many companies, the customer experience is all that they have to differentiate themselves. We have become numb to average customer service and feel powerless in ever getting anything better. The 1st generation of customer service was all about self-service and automation. The 2nd generation focused on providing better information and faster response times. Now, we are in the 3rd generation of customer service–total experience where the company focuses on providing a good customer experience from start to finish, regardless of channel used or product consumed.
The Value of Listening
Listening is a skill you can develop over time. It takes both patience and focus to truly listen to what someone is saying. Listening helps you learn about the other person and gives them an opportunity to voice their thoughts and feelings. It’s important for building healthy, trusting relationships with others. In the business world, it’s also important for building relationships with customers, colleagues, vendors and partners. If you want to understand what drives your customers or employees, consider spending some time listening to them as they share their thoughts and feelings on a topic of interest to them.
Three Simple Steps to Excellent Customer Service
It’s been said that the customer is always right. While this isn’t 100% true, it’s important to know how to give customers what they want. Giving great customer service can help keep your customers coming back for more and telling all their friends about you.
- Always provide excellent product/service/customer care – It should be a given, but many companies are still not providing the quality that they should be. Customers will leave if they feel like they’re being taken advantage of or if the product is of poor quality.
Final Note
A final note on driving your focus on the total experience is to hire a UI Development Company in USA. This is a company that specializes in website designing and developing mobile app design user interfaces and user experiences for websites, mobile apps, and other forms of digital media. These are highly trained professionals who have studied psychology, design, and programming at a higher level than most people in this field. They know what it takes to create an engaging user experience with the goal being increased customer satisfaction.
