I am still amazed at how a customer has to complain before they qualify for the “better deal”. For example, I have been a customer with the natural gas utility company for over 25 years . Our payment history shows timely payment for those years. After receiving our last bill, I called to question the 100% increase from the prior month. I knew it had been colder and we had been at home more due to snow, however the large increase was still surprising. The customer service representative was very thorough in her explanation and I was a calm and receptive customer.
Here’s the issue – after coming to grips that the bill was accurate, she finally offered me the “better deal”. The company has a locked-in per therm rate which would have saved me over $100 on the bill in question. The locked-in rate is offered for 6, 12 or 18 months time periods. I am a savvy customer and I had never heard of this option. I am familiar with budget billing but not a lower per therm rate for a fixed period of time.
So, exactly when does a customer find out about this? Does it really mean calling to complain, and question a bill before I get this info? Again, I am a loyal customer with an impeccable payment record, this strategy does not make sense to me. Loyalty is at stake here, there are other natural gas providers I can choose from. Don't your best customers deserve the best treatment. Your best customers deserve good information to make informed decisions.
Are you guilty of having great offers but not telling your customers until they complain to you? Is it up to the customer to have an issue before they are informed of options? Are some of those options mostly used to lure the new customer but not offered to the long time loyal one? Don’t risk losing a customer due to your reluctance to share valuable information. Customers don’t like to think you are hiding from them, or worse taking advantage of them.
Be transparent. Be proactive. Show the customer you value them.
Wednesday, January 26, 2011
Tuesday, January 11, 2011
Customers Don’t Want Resolutions -- Just Action.
It is the time for New Year’s resolutions. Personally I am not a huge fan.
However, I am a fan of solid reality based goals and actions that match. Customers want companies to deliver and differentiate.
Here are recent statistics that prove customer service will improve your
bottom line. American Express reported that US consumers will spend 9%
more with companies that provide great service. 81% of Americans are
likely to give a company repeat business after a good service experience.
And 51% are likely never to do business with a company again after a
poor experience.
RightNow Technologies research shows that customer service is the most
influential thing a company can do to increase customer advocacy. 55%
of customers recommend a company because of its customer service. And
79% of customers that had a negative experience told others about it. It is
amazing to think what negative experiences and word of mouth can to do
your reputation and business.
The lessons from these statistics - Deliver an incredible service
experience, your customers will return, refer to you and even pay more.
Seems like a great way to start the year.
However, I am a fan of solid reality based goals and actions that match. Customers want companies to deliver and differentiate.
Here are recent statistics that prove customer service will improve your
bottom line. American Express reported that US consumers will spend 9%
more with companies that provide great service. 81% of Americans are
likely to give a company repeat business after a good service experience.
And 51% are likely never to do business with a company again after a
poor experience.
RightNow Technologies research shows that customer service is the most
influential thing a company can do to increase customer advocacy. 55%
of customers recommend a company because of its customer service. And
79% of customers that had a negative experience told others about it. It is
amazing to think what negative experiences and word of mouth can to do
your reputation and business.
The lessons from these statistics - Deliver an incredible service
experience, your customers will return, refer to you and even pay more.
Seems like a great way to start the year.
Tuesday, January 4, 2011
Average, mediocre and “look alike” customer service will not gain customer loyalty.
The new year is traditionally the time to re-focus and get serious about
goals. For customer loyalty, your customer experience better be at the top
of your goal list. Over the last few years, customers have made it clear
they want a relationship and a memorable experience.
Creating loyal, engaged customers is harder than ever. Here are strategies
to kick up your service experience.
1. Deliver service “their” way. Utilize many channels of access.
Customers want service on their terms and on their time-line. Access
means be available and responsive via a phone rep, your website,
email, Facebook, Twitter, live chat and even a phone app. Make
certain these make real connections and can create a relationship.
2. Be open and clear. You can’t hide from today’s customer. The
company must be transparent. With just a few clicks, the customer can
find out what others are saying about you. Join in the conversation on
Facebook and Twitter. Be fast, honest and responsive.
3. Be passionate. Engaged and passionate employees will create
customer loyalty. A 2009 research report by Gallup found that
companies in the upper half of both customer and employee
engagement got a 240% boost in bottom line results. Customers don’t
want dispassionate, robotic, scripted service delivery. Hire and train
well, then your employees can be “real” and sincere.
Add value and create an experience. In some cases that means just
make it simple. It means, captivate and fascinate. Do it all and
your customer will happily return and say positive things about you.
Value and a great experience are not new, yet many companies still
don’t get it. Be the company who does get it and executes accordingly.
Figuring out what customers want is not always easy. Yet not figuring it
out will affect your bottom line tremendously. It is time to re-focus and
renew your energy and efforts on the customer.
goals. For customer loyalty, your customer experience better be at the top
of your goal list. Over the last few years, customers have made it clear
they want a relationship and a memorable experience.
Creating loyal, engaged customers is harder than ever. Here are strategies
to kick up your service experience.
1. Deliver service “their” way. Utilize many channels of access.
Customers want service on their terms and on their time-line. Access
means be available and responsive via a phone rep, your website,
email, Facebook, Twitter, live chat and even a phone app. Make
certain these make real connections and can create a relationship.
2. Be open and clear. You can’t hide from today’s customer. The
company must be transparent. With just a few clicks, the customer can
find out what others are saying about you. Join in the conversation on
Facebook and Twitter. Be fast, honest and responsive.
3. Be passionate. Engaged and passionate employees will create
customer loyalty. A 2009 research report by Gallup found that
companies in the upper half of both customer and employee
engagement got a 240% boost in bottom line results. Customers don’t
want dispassionate, robotic, scripted service delivery. Hire and train
well, then your employees can be “real” and sincere.
Add value and create an experience. In some cases that means just
make it simple. It means, captivate and fascinate. Do it all and
your customer will happily return and say positive things about you.
Value and a great experience are not new, yet many companies still
don’t get it. Be the company who does get it and executes accordingly.
Figuring out what customers want is not always easy. Yet not figuring it
out will affect your bottom line tremendously. It is time to re-focus and
renew your energy and efforts on the customer.
Monday, November 29, 2010
Use the 5 Bs In 2011 - Be What Your Customers Want
Customers are impatient, picky, demanding and savvy. They are also THE reason a business exists – to serve and sell the customer. To make 2011 a profitable year, here are the 5 Bs of what customers want –
1. Be Fast. Customers are impatient and want things faster than ever before. Think about your customer experience. Look at email response time, on hold time, IVR systems, live chat capabilities. Make it an experience that works for the savvy customer.
2. Be Good. Have team members who can answer customer’s questions. Make certain they have more answers than the customer has questions. Empowered employees make for happier loyal customers. Get rid of scripts.
3. Be Complete. Do what you say you will do. Do it right the first time, Do it when you say you will do it. It is that simple. Customers want to talk to one person and tell their story one time.
4. Be Responsive. This is especially important as customers interact with companies more via their computer. Your social media presence is worthless if you are not responsive. Emails should be answered at least within 4 hours. Whether face to face or on the phone, connect and care. That is the essence of customer service.
5. Be Personable. Give customers a reason to do business with you. Make the experience memorable. Show you know them and value their business.
You may have a great product but it can not stand alone in this crowded, competitive marketplace. In this coming year, stand out by being what your customers want.
1. Be Fast. Customers are impatient and want things faster than ever before. Think about your customer experience. Look at email response time, on hold time, IVR systems, live chat capabilities. Make it an experience that works for the savvy customer.
2. Be Good. Have team members who can answer customer’s questions. Make certain they have more answers than the customer has questions. Empowered employees make for happier loyal customers. Get rid of scripts.
3. Be Complete. Do what you say you will do. Do it right the first time, Do it when you say you will do it. It is that simple. Customers want to talk to one person and tell their story one time.
4. Be Responsive. This is especially important as customers interact with companies more via their computer. Your social media presence is worthless if you are not responsive. Emails should be answered at least within 4 hours. Whether face to face or on the phone, connect and care. That is the essence of customer service.
5. Be Personable. Give customers a reason to do business with you. Make the experience memorable. Show you know them and value their business.
You may have a great product but it can not stand alone in this crowded, competitive marketplace. In this coming year, stand out by being what your customers want.
Thursday, November 11, 2010
Customer Loyalty Can Be Surprising
Many companies use a customer loyalty scheme whether it be miles, points or other free stuff. All are based on dollars spent and frequency of usage.
None of that is big news.
I am a member of plenty of these programs. And many of us will admit,
some of those companies we really do not like yet the attraction of the
benefits keep us using the product or service. But I have to tell you about
one that has my attention.
This summer Panera Bread Company introduced MyPanera.com.
Enrollment requires a visit to the website to enter the needed information.
The card is presented to you at the store. Here is what I like about their
approach – you can go to an in-store terminal and register immediately.
Once registered you are surprised with a free item (mine was a bagel). No
accumulation of spending, just an immediate reward. In a very short time, I
had a number of surprises offered - $2 off of an entrée, free drinks,
99 cents for a higher priced pastry. I never know what “surprise” will be
offered. I like that for a change. Panera is not in a business where I am
working to accumulate points for a trip so no tracking is really necessary.
Surprise works.
MyPanera.com also has an expiration on the offers. So I am motivated to
get back in to redeem and of course spend even more money while there.
The offers print on the receipt along with the expiration date and can be
found when logging into the account online.
Just this morning, I opened my email to find a “special surprise” in honor
of my birthday this month. Their goal is to surprise in unexpected ways –
it is working for this now loyal customer.
Start thinking about what you can do to surprise your customer. Simple
stuff works especially when the customer does not expect it.
None of that is big news.
I am a member of plenty of these programs. And many of us will admit,
some of those companies we really do not like yet the attraction of the
benefits keep us using the product or service. But I have to tell you about
one that has my attention.
This summer Panera Bread Company introduced MyPanera.com.
Enrollment requires a visit to the website to enter the needed information.
The card is presented to you at the store. Here is what I like about their
approach – you can go to an in-store terminal and register immediately.
Once registered you are surprised with a free item (mine was a bagel). No
accumulation of spending, just an immediate reward. In a very short time, I
had a number of surprises offered - $2 off of an entrée, free drinks,
99 cents for a higher priced pastry. I never know what “surprise” will be
offered. I like that for a change. Panera is not in a business where I am
working to accumulate points for a trip so no tracking is really necessary.
Surprise works.
MyPanera.com also has an expiration on the offers. So I am motivated to
get back in to redeem and of course spend even more money while there.
The offers print on the receipt along with the expiration date and can be
found when logging into the account online.
Just this morning, I opened my email to find a “special surprise” in honor
of my birthday this month. Their goal is to surprise in unexpected ways –
it is working for this now loyal customer.
Start thinking about what you can do to surprise your customer. Simple
stuff works especially when the customer does not expect it.
Subscribe to:
Posts (Atom)