A thorough customer service strategy is knowing how to engage with your customer consistently throughout the customers entire journey with your company. Offering the red-carpet treatment for your customers/clients results in creating a loyal customer base. Branding your customers is an endorsement of your brand. Customers who receive positive feedback, admiration, and inquiries about your brand leads to more family, friend, and colleague referrals, which leads to more spending, more often resulting in more profits.
HOW TO MAKE IT HAPPEN:
1. Make your customer happy
2. Set customer service goals
3. Build a customer service dream team
4. Give your Brand Ambassador power
5. Improve your restocking strategy
6. Ensure your customer service goals correlate with your company’s objectives
7. Set goals in place to track and improve KPI’s (Key Performance Indicators)
READY, SET, GOALS
Your first and last daily goal is to make each customer happy. A “customer first” mindset guarantees the team works together sticking to the goals set (game plan) so that everyone, especially the customer wins in the end.
Set customer goals and stick to them. Having a unified method that conveys the company’s vision is beneficial. Having a team that portrays that vision with little to no deviation assures the customer that reliability, accountability, and integrity are in sync at every level and every location where your brand is sold.
Build a customer service dream team. Sales managers, project managers and Brand Ambassadors all gain a deeper connection and understanding of your customers. They work to improve your brand ability, prevent customer service issues that result in loss revenues and loss clients, they predict your customers needs and work to ensure your customer will return frequently and remain loyal because they work to exceed your client’s expectations.
Word of mouth is powerful tool when it comes to purchasing decisions. When a customer shares a love for your product with friends, coworkers, family and even strangers on the street, that referral brings customers to your door. Why wait and hope that your customers will send referrals when you can vet and quality ambassadors-supporters you entrust to represent your brand and generate referrals. An experienced Brand Ambassador is passionate about your brand, has a knowledge an appreciation for Marketing, has or can establish an online presence via social media, emails, webinars or blogs, maintains a high level of professionalism, has natural leadership skills and has a passion for building and growing relationships along with the ability to gather feedback provide innovative insight and most of all has a natural ability in the art of persuasion. Giving your Brand Ambassador power is to use his/her attract ability means more customers for your business.
Periodic inventory checks should be done throughout the day. Make sure your sales team regularly checks for products that are low before they sell out. Customers coming in for a specific item only to find that it is not there will result in loss profits. What goals have you set for your business, what does success look like in a year or 7 years? What obstacles are standing in the way of your success? What is your greatest asset that will lead you to achieve the success you deserve? Growth is led by a mindset driven to train, mentor and effectively communicate your company’s goals, ideas and core values and make sure they are implemented, understood, and conveyed to your customers by and through exemplary customer service.
Key Performance Indicators (KPI’s) help you determine whether you have reached your desired goal or how well you have worked to achieve the goals desired. Start by analyzing your performance, review your company objectives, set short and long term KPI targets, review and reassess your progress with your team. A good recipe for attainable KPI goals is to work smarter not harder and watch your dreams soar to levels higher than you thought were possible.