Every year, without fail, people make resolutions despite the fact that only 8 out of the 40% Americans who make them actually are successful following through according to a research by the University of Scranton.
Why then should we still make resolutions?
As a company, resolutions are synonymous to setting goals. Goal setting is essential to developing new strategies to grow or improve the business. This is why companies have monthly, quarterly and annual goals.
Customer service should be included in your company resolutions. Resolutions require commitment and consistency – two key factors needed in delivering quality customer experience. Here are five customer service resolutions we suggest every company should adapt to with the new year:
Make sure your web site gets (and stays) updated.
We get it. This might not deal directly with customer service but customers and potential customers now go online first before going through other avenues to reach businesses. We are in the digital age! Update your site. Make it user-friendly with key information prominently displayed in focal areas in your site along with links to other channels where they can reach you.
One more tip: make your site mobile-responsive. Studies have shown that a growing majority of consumers now use their phones to access information online. Make sure your site responds to this growing trend.
Have a dedicated person / team focused on social media.
Social media took the reins this year when it comes to customer service. Customers go through social media channels to seek information, support and voice out feedback and complaints. It’s time you beef up your current social media strategies and expand. A forecast for 2015 is that customer service will adapt visual-based social networks like Pinterest, YouTube, Instagram and Slideshare. It’s a good idea to start reaching out to experts and factor those visual networks in when planning your customer service delivery.
One more tip: Millenials, a growing population of the consumer majority, hang out most in social media. They are also the primary movers of information in these channels. When you get them to be loyal to your brand by delivering a positive customer experience, you get very effective brand ambassadors.
Embrace data technology.
Sure, we know statistics do not really get to the heart of what is customer service about but they can help you understand your target market better. This helps you create a better user experience when it comes to customer service delivery.
Cultivate the attitude of gratitude.
Showing gratitude to your existing customers is not a resolution you only target this year – it should be ingrained in your core business practices. Before you even go out and network for new customers you need to serve your current customers better. It’s all about treating them as real people not just another sales transaction.
Treat customer service as building customer relationships.
Similar to the one mentioned above, it’s really seeing customers as people not numbers. When you treat them like people, you will strive to build relationships with them. It’s all about following through after closing the first sale. Engage them. With the digital age, it’s easier to stay in touch with customers and build communities around your brand.
Ingrain Customer Service in your business practice.
Or ingrain business core practices or values into customer service. Transparency, integrity, honesty are values that most companies strive to develop and carry through their goals and mission. It should also flow through, most especially when it comes to delivering customer service.
It’s up to you whether to pick just one or all of the ones we mentioned. We hope whatever resolution you decide, your company follows through.
How about you? What are your customer support goals this 2015?