Customer service business plan ppt presentations

Now, the customer experience brings new ways to strengthen customer relationships through technological breakthroughs. How important is customer experience? A business cannot exist without its customers, and this is why companies are focusing on how to win new customers and perhaps more importantly, retain existing customers.

Customer service business plan ppt presentations

Now, the customer experience brings new ways to strengthen customer relationships through technological breakthroughs. How important is customer experience? A business cannot exist without its customers, and this is why companies are focusing on how to win new customers and perhaps more importantly, retain existing customers.

So how many brands are truly delivering an excellent customer experience? Surprisingly, not too many.

customer service business plan ppt presentations

But, its importance is growing. Customer expectations are risingand faster than the speed that companies can improve their customer experience.

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Customers expect every interaction as the best experience they have with any company, so the question is remains, how can your organization create a great customer experience?

Create a clear customer experience vision The first step in your customer experience strategy is to have a clear customer-focused vision that you can communicate with your organization. The easiest way to define this vision is to create a set of statements that act as guiding principles.

customer service business plan ppt presentations

For example, Zappos use their Zappos core family values and these values are embedded into their culture; which includes delivering wow through service, be humble and embracing change.

Once these principles are in place, they will drive the behavior of your organization. Every member of your team should know these principles by heart and they should be embedded into all areas of training and development. Understand who your customers are The next step in building upon these customer experience principles is to bring to life the different type of customers who deal with your customer support teams.

If your organization is going to really understand customer needs and wants, then they need to be able to connect and empathize with the situations that your customers face.

One way to do this is to create customer personas and give each persona a name and personality. For example, Anne is 35 years old; she likes new technology and is tech savvy enough to follow a video tutorial on her own, whereas John 42 years old needs to be able to follow clear instructions on a web page.

By creating personas, your customer support team can recognize who they are and understand them better. Well, the best customer experiences are achieved when a member of your team creates an emotional connection with a customer.

One of the best examples of creating an emotional connection comes from Zappos, when a customer was late on returning a pair of shoes due to her mother passing away. When Zappos found out what happened, they took care of the return shipping and had a courier pick up the shoes without cost.

The next day, the customer arrived home to a bouquet of flowers with a note from the Zappos customer service team who sent their condolences. Customers become loyal because they are emotionally attached and they remember how they feel when they use a product or service. Capture customer feedback in real time How can you tell if you are delivering a wow customer experience?

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