As Business Owners or Managers you need customers to
return to your business, and more than the price or the product, an excellent
customer experience is what drives customer loyalty. As a Certified Marketing
Executive and customer service enthusiast currently taking the Social Media Marketing
Specialization at Coursera, I found two articles giving advice on how to
deliver a great customer service experience.
The first article, “7 Customer Experience Rules from Richard Branson, CEO of Virgin” by Flavio Martins, lists the
customer service rules that have led to the success of Virgin. Opportunities are never lost…there will always
be someone taking advantage of them. That’s why Branson says “Yes!” when others
would say “no” to new approaches. He believes that exceptional customer service
is an opportunity to stand out and make the difference, that’s why he sets the
bar higher from the competition. For Branson, personal connections, getting to
know your customers, is also a must in order to provide their wants and needs.
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| From Jessica Taylor in LinkedIn: http://bit.ly/2f6CoG3 |
The second article, “WOW Is in the Details”, by
customer service and experience expert Shep Hyken,
explains why details are important if you want to create a memorable experience
for your customers. He describes the difference between the WOW and the AMAZING
experience, which lies from the opportunities to make a single moment be
surprising, to the consistent and predictable above-and-beyond service
experience that customers receive every time they visit a company. Delivering
WOW experiences is great, and it is achieved with details, but you should aim
at being amazing all the time.
Regarding this two articles and my experience
as a marketer and a student of Coursera’s Social Media Marketing Specialization,
I have itemized three actions you should pursue if you want your business to
thrive.
- Stand Out – Deliver customer service experiences that make you different, and sets you apart from your competition.
- Be Amazing – Go above-and-beyond creating unexpected, consistent experiences to surprise and amaze your customer.
- Be a Concierge –Help, assist and care for your customer’s wants and needs.
Happy
customers will return to your business, so evaluate your customer service
strategies and, if necessary, improve them to achieve customer loyalty.
Frances Pomar
I am a Certified Marketing Executive® from the Sales
& Marketing Executives International (SMEI®)
and a customer service enthusiast currently pursuing the Social MediaMarketing Specialization from Northwestern University at Coursera.
Feel free to connect with me at @FrancesPomar
or LinkedIn
