Title: 3 Innovative Approaches to Surpassing Customer Expectations
In the ever-evolving business landscape, RetailWire sought my insights on the three crucial areas retailers, and indeed any industry, should prioritize as customer expectations soar, particularly during high-pressure times like the holiday season. My annual research on customer service and CX served as a reliable foundation for my responses, which, with some adjustments, apply universally across various sectors.
Customer expectations have skyrocketed, with 91% of consumers demanding a stronger focus on customer service than in the past. Regardless of whether you operate in retail, healthcare, finance, hospitality, manufacturing, or any other sector, these three areas deserve your undivided attention to meet and surpass these escalating expectations.
For years, I've advocated for a customer service philosophy that transcends departments and transcends strategies. As I put it, "Customer service is not a department. CX is more than a strategy. It's a philosophy that every employee – from the CEO to the newest hire – must embrace." This philosophy is not confined to addressing complaints or answering questions but is integrated at every stage of the customer journey, where it intersects with customer experience.
Firstly, providing a convenient customer experience should be your primary objective in today's omnichannel world. Customers expect to interact with brands on their own terms – whether in person, online, or through mobile devices. Our studies show that 94% of customers value convenience, and 70% are willing to pay more for it. Convenience has become an indispensable competitive advantage, whether you're a bank offering online services, a manufacturer providing easy access to technical support, or a retailer managing multiple sales channels. Meeting your customers wherever they are is crucial.
Addressing the top customer service pain points is another essential area to focus on. Based on our most recent research, here are the three areas every business must tackle:
- Rudeness or apathy: A whopping 81% of customers would abandon a company due to these unacceptable behaviors. Ensuring the right hires and providing rigorous training to foster a customer-focused culture form the foundation.
- Long wait times: Customers loathe waiting, whether it's for customer support, email responses, or in-person lines. 51% of customers would consider switching to a competitor if wait times are exorbitant. Businesses must maintain adequate staffing and employ efficient systems to minimize wait times across all channels.
- Average experiences won't suffice: Believe it or not, 23% of customers, almost one in four, may opt out after experiencing merely average or satisfactory service. Whether they're dealing with insurance companies, restaurants, or software providers, delivering nothing short of excellence is imperative.
Managing high-volume periods effectively is the third and final priority. Every industry experiences peak periods, such as tax season for accountants, the holiday rush for retailers, or year-end closings for financial services. Preserving service excellence depends on careful planning, ensuring consistency across slow, normal, or busy periods. Maintain the standard your customers have grown accustomed to during ordinary operations to thrive during peak periods.
In today's hyper-competitive business environment, customer service excellence is non-negotiable – it's a necessity for survival. Our research reveals that 79% of customers would switch to a competitor with a superior customer experience. Companies that prioritize these critical areas while upholding a customer-first philosophy will be better equipped to retain their customers and grow their businesses.
Remember, customers don't just contrast you with your direct competitors. They judge you against the best service they've ever received from any company in any industry. Regardless of your business sector, your objective remains straightforward: provide a satisfying experience that inspires loyal repeat customers.
In implementing a customer-focused strategy, effective leadership is crucial. A visionary leader can inspire their team to prioritize convenience, addressing pain points, and managing high-volume periods, ensuring a superior customer experience.
Furthermore, a strong leadership strategy in customer service involves fostering a culture that values convenience, tackles pain points with rigor, and maintains quality even during high-pressure periods, thereby setting the company apart from competitors.
