Improve Customer Service | The Proven Plan


by Martha Brooke | June 18, 2013

An often-cited statistic is that 80% of CEOs believe they deliver a superior customer experience, yet only 8% of their customers agree. With an equally-alarming ACSI score of 77, it’s fair to wonder: are you sure you know what’s going on with your CX—is it possible you’re missing something?
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5 Steps That Will Improve Customer Service:

  1. Decide what you will add.
    To impact loyalty and sales, satisfaction isn’t enough.
  2. Catalogue your interactions completely.
    Customers are different. The bane of customer service is sameness thinking.
  3. Define your evaluation criteria precisely.
    You can’t manage what you don’t measure.
  4. Report your results frequently.
    Ongoing feedback—it’s key to success.
  5. Provide extremely specific examples.
    Your associates seldom have the time or inclination to figure it out for you.

Read the full article here.

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