Not that long ago, customers only ever really interacted with sales staff. The internet, and the way we buy things, has changed all that.
We have started to subscribe to things, rather than buy outright now:
What does all this mean? It means our relationship with businesses is changing. It means that what was once your back office, or “support team,” is now firmly at the front. They are the primary deliverers of customer experience.
Customers buy through your beautiful web store, your shiny app, your slick email autoresponder sequence. But what then?
They have a question, they need to make a return, they want ongoing assistance. Remote, ‘pay-as-you-go’ buying takes a lot of regular interaction to keep the revenue flowing.
The importance of measuring satisfaction on a per-communication basis for support, given the likely lifetime value of your customer, is now essential.
Subtle nuances in language over email, timely responses, going the extra mile to fix something—these are what now makes the difference between getting repeat business and losing a customer. An annual customer satisfaction survey won’t cut it now. Now just one poor response to a ticket thread is enough to send a customer to Twitter.
Asking people if they are happy once at the end of a year or project doesn’t allow you to capture and rectify issues along the way, nor does it offer an opportunity to train staff on the inevitable highs and lows of long term customer relationships.
If you get it wrong for a customer, that can actually be good for you—so long as you know about it, and handle it correctly. Customer service recovery can actually make a customer more loyal than if they hadn’t had the bad experience in the first place.
But you do need to know you got it wrong pretty quickly. This has the brilliant side benefit of fixing issues before any bad press gets on social media. Mad customers tell their story; happy customers tell your story.
Here are 5 simple ways you can use customer feedback to keep your support operation at the top of its game:
Your customer support operation now holds the key to your business’ growth and is your best defender of revenue. Make sure you do everything in your power to support them.
This post was originally published on the award-winning Desk.com blog.
Lindsay Willott is the Chief Executive of CustomerThermometer, the 1-click satisfaction and feedback app. CT enables you to embed feedback buttons in Desk.com and Salesforce.com emails and tickets to get instant alerts and realtime customer comments. This post was originally published on Desk.com.
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