Know-Like-Trust-Value-Refer
Everyone wants to be known for providing excellent customer service and it is a key differentiator. We have all heard, “People do business with people they know, like and trust.” Well, I say it is fundamentally incorrect. I think the truth is, people do business with people they know, like, trust, and VALUE. And if those things are all in line they will be more likely to refer you and your company as well.
Perception is Truth
Honesty and likeability are important, but if people don’t see your company as valuable, they will never do business with you. If you don’t come across as professional, knowledgeable, and credible with the right skill set to get the job done, you will never be as influential and successful as you would like.
Did You Know
Customer satisfaction scores and NPS help your customer service team improve and increase their impact. They also help customer-facing teams understand where they could be making improvements. Who wouldn’t want to give the front-line team a leg up? Did you know…
- 90% of customers rate an “immediate” response as essential or very important when they have a customer service question. 60% of customers define “immediate” as 10 minutes or less.
- 71% of consumers (age 16-24) believe that a quick response from a service team can drastically improve their customer experience.
- 90% of consumers worldwide consider issue resolution as their most crucial customer service concern.
- A customer is 4 times more likely to switch to a competitor if the problem they’re having is service based.
- 80% of customers say the experience a company provides is just as necessary as its products or services.
- 78% of customers have backed out of a purchase due to a poor customer experience.
- It takes 12 positive customer experiences to make up for one negative experience.
Interaction Surveys
Your customers’ thoughts and opinions matter. Surveying directly after a support interaction can be easily done by including it right in the support person’s signature line. Surveys can help you build a better product, help improve your internal processes, and give you a heads-up if your customer is thinking about going another way.
The Right Experience
The customer experience is the main differentiator between you and your competitors. People ultimately choose to do business with people they like. And everyone likes someone who is listened to and appreciated.
The Cardinal Culture – Finding Jobs for 28 years!
Cardinal Staffing Services is not just any staffing company, it is a place you can be inspired to reach the goal of your dreams. The Cardinal Culture is about empowerment. We treat our customers and candidates with respect, dignity, and appreciation. Sometimes a person just needs to be heard, listened to and to be given a chance. We make positive decisions every day that impacts our valued clients, our candidates, and our community. Can’t wait to hear from you. Contact us today!