The best way to build brand credibility is to deliver consistently high service levels. Happy customers are your best advocates, and they can help you drive more business. According to research, 77% of customers will likely recommend a company if they have a positive experience. An investment in service experience can also lower operational costs, according to Harvard Business Review. After all, unhappy customers are expensive.
Here are some strategies that can help you improve your service experience standards.
1. Study the existing experience in detail
To provide an excellent service experience, you first need to understand customer needs, experiences and pain points. For these, you must ensure that you offer your customers multiple ways to provide and share their feedback. This can be easily achieved through feedback forms sent via email or surveys. You can also establish a complaint system for customers to raise their issues. This will help you know and understand their ugly, bad and good experiences when interacting with your brand.
2. Seek and analyze customer feedback
Analyze the existing experience provided by the service. Unpack each step in the customer journey in terms of actions to be taken, touchpoints required, and emerging pain points. Studying the current experience journey enables you to capture the overall picture of the service experience, immediately highlighting the vital aspects that should be addressed with the redesign. This facilitates alignment within the business operation.
3. Set specific objectives and goals to guide the vision
Before jumping into the ideation process, dedicate enough time to reflect on the results of the system analysis and experience, and identify the target goals you want to achieve with the redesign initiative. Service experience goals set the stage for your long-term strategy enabling you to maintain service excellence with long-term relationships with your current customers and build meaningful relationships with new ones.
4. Leverage CRM platforms
Many companies experience challenges when establishing effective coordination among teams which often leads to poor service and customer dissatisfaction. To overcome this, businesses can streamline workforce processes using smart technology such as CRM platforms. Such customer systems help to ensure everyone is operating from the same page, which is essential in establishing top service standards.
5. Use multi-channel servicing
Studies show that 69% of adults in the United States prefer brands that offer consistent service experiences across multiple channels. You should allow customers to shift between multiple channels while enjoying a consistent quality of service. This will help you boost your brand's credibility and reputation.
Final thoughts
Even with good reviews, there's no such thing as over-delivering an excellent service experience. There is always scope for innovation and improvement. You should consistently focus on improving your service standards. An excellent service experience can help you improve brand awareness, build trust, drive sales, gain customer loyalty and attract new business through positive recommendations.
So how do you make sure that happens?
Revners can help, because we know how important it is for every part of your brand's service experience to be exactly right—whether it's online or in-person. We'll take care of everything from designing an online training program that teaches customers how best to use your products/services, creating a list of tips and tricks for getting the most out of each interaction with employees (so they don't feel like robots), or even providing specific suggestions on what kinds of materials would be most effective at building trust between customers and employees so they can
Contact us to find out how we can support your brand's service redesign journey for improved experiences.
Call +91-9950656533 for a free consultation.