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In This Issue
- Generations at Work
- Customer Service Excellence
- Customer Loyalty
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ABOUT AYSC
At Your Service Consulting is a customer service consulting and training firm that embodies a spirit of excellence in all we do. Our motto is, “The DOOR is open to a world of customer service excellence – Delivering Out of the Ordinary Results!”
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The 21st century has ushered in a new, generation-bending era in the U.S. workplace. Fifty-five year-old Baby Boomers are on project teams with 22-year-old Millennials and reporting to 45-year-old GenXers while Vets, though fewer in numbers, retain positions of power and influence. Within the context of this new generational reality, dynamic change—economic, social, political—is continuously affecting individuals, organizations, and workplaces; at the same time, amid all these influences, the very constancy of life and human nature remains unchanged. This convergence of generations has far-reaching implications for them and the organizations they serve, and it raises some crucial questions:
- What impact does such a multi-generational workforce have on the workplace and its design?
- What role should differing generational values, work styles, and communication methods have on that design?
- How can each generation be most effectively engaged, both as individuals and as members of teams and participatory processes?
This merging of generations is happening amid an economic climate that has changed plans and altered expectations. “We see both individuals and organizations looking to survive and to prepare for what’s next, whatever that looks like,” says Ginny Baxter, Applied Knowledge Network Lead at Herman Miller. “We see individuals looking for connection to each other, their work, and the organizations they work for. We see organizations focusing on engaging their employees and succeeding in the marketplace."
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Customer Service Excellence
According to studies, it costs an organization five times as much to win a new customer than to keep a current one. But, customers are not loyal by nature and research shows that emotion influences purchase decision six times more than rationale. Connecting to your customers on an emotional level is the key to establishing a lasting relationship with your brand. You must go beyond simply delivering your product, and develop strong bonds with your customers. It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and expectations and exceeding them, every time.
Service excellence is an attitude ingrained in every department and it begins and ends with your people, from cashier to CEO. Service excellence must be consistent with every customer transaction, set by a service oriented tone that drives your company strategy at every level. The following are top ten tips that will help an organization to focus on the most important elements of customer service excellence:
- Always Focus on Service before anything else
- Give the Best experience possible
- Create a unique customer experience
- Use the Customer as a marketing vehicle
- Always remember that you are Selling “WOW”
- Always improve on your service
- Always respect your customer (time and opinion)
- Measure their satisfaction and engagement
- Differentiate your Brand from competition now your customer base (segmentation)
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Customer Service Loyalty
Only 29% of Business To Business customers are fully ‘engaged’ with their suppliers — that is, they have ‘bought in’ and feel attached to the companies they do business with. The other 71% are ready and willing to take their business elsewhere! That’s according to a
new report by Gallup
, who analyzed responses from over 18 million B2B customers and it reinforces the fact that customers are becoming less loyal. Although it’s clear that many businesses are not helping themselves, Gallup’s research reveals that 20% of customers have encountered problems with a company or product in the past year, but only 40% think the supplier actually resolved their problem, and only 5% of them said they are “very satisfied” with the way the company handled it! When a customer’s expectations have not been met, the manner in which your organization addresses their concerns can have a major impact on the business and customer engagement. In fact, Gallup’s analysis found that those businesses that have high customer engagement scores outperform those with lower scores by at least 30% across outcomes such as profitability, sales and customer attrition – these factors definitely impact an organization’s bottom line. The vast majority of customers accept that things go wrong. It’s the way it gets dealt with that counts! Remember that customer complaints are feedback and present themselves as opportunities for an organization to improve.
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“Providing good service is like being an actor. You are only as good as your next performance.”
David Evans, The Grass Roots Group
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