“You've got to start with the customer experience and work backwards.”
Steve Jobs
Founder, Apple Inc.
“You've got to start with the customer experience and work backwards.”
Steve Jobs
Founder, Apple Inc.
Think of a customer service strategy as a subset of your brand strategy. Every touchpoint of your brand should spotlight patterns and emotions of your target audience. Therefore, every point of contact between your business and consumers is about creating an outstanding customer service experience. This emphasis will make the difference between getting and keeping a customer.
DEFINING BEHAVIORS OF GREAT CUSTOMER SERVICE
Apply these policies and practices into a variety of customer service strategies
- Focus – the rule of quantum physics says that if you are looking for a blue car, you will see a blue car. In short, you get what you are looking for. If you look at every aspect of customer service as an opportunity to gain a customer, you will create a customer service experience they cannot resist.
- Claim – clearly state a promise by asking these three powerful questions:
- Are my products/services accessible?
- Am I committed to giving my customers time to do other things?
- Can my customers count on me to deliver in a specific time frame?
- Choose – if you try to target everyone, you are sure to end up with unhappy customers. Since your product or service is not for everyone, identify and profile your ideal customer.
- Discover – rather than implementing tools or policies that your customers don’t care about, learn what they do care about. Once you know what matters to your customer, put all your effort into those elements and your business will thrive. A simple way to do this is to run an online survey posted on your website.
- Simplify – no matter how easy you think you have made the buying process it can be even easier. Consumers do not have time to figure out how to buy from you. Make the process easy and your customer will love you.
- Contact details – phone numbers, addresses, emails, chat services, etc. Should go on every page of your website and all printed materials. You can never have too much contact detail.
- Purchase buttons – think of Amazon. Buy buttons are everywhere, making the process convenient with minimal clicks. But if your customer must search to make a purchase, they are likely to go somewhere else.
Apply these policies and practices into a variety of customer service strategies
- Focus – the rule of quantum physics says that if you are looking for a blue car, you will see a blue car. In short, you get what you are looking for. If you look at every aspect of customer service as an opportunity to gain a customer, you will create a customer service experience they cannot resist.
- Claim – clearly state a promise by asking these three powerful questions:
- Are my products/services accessible?
- Am I committed to giving my customers time to do other things?
- Can my customers count on me to deliver in a specific time frame?
- Choose – if you try to target everyone, you are sure to end up with unhappy customers. Since your product or service is not for everyone, identify and profile your ideal customer.
- Discover – rather than implementing tools or policies that your customers don’t care about, learn what they do care about. Once you know what matters to your customer, put all your effort into those elements and your business will thrive. A simple way to do this is to run an online survey posted on your website.
- Simplify – no matter how easy you think you have made the buying process it can be even easier. Consumers do not have time to figure out how to buy from you. Make the process easy and your customer will love you.
- Contact details – phone numbers, addresses, emails, chat services, etc. Should go on every page of your website and all printed materials. You can never have too much contact detail.
- Purchase buttons – think of Amazon. Buy buttons are everywhere, making the process convenient with minimal clicks. But if your customer must search to make a purchase, they are likely to go somewhere else.
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