- On July 12, 2016
- client care, customer care, customer centricity, outsourcing, outsourcing industry
For any company, your approach to customer service can make or break you in any industry. This has always been the case and is even more true as we continue to progress in the digital age. Your organisation’s success hinges upon maintaining a positive relationship with your customers. To ensure success, it is important that you and your organisation maintain a customer-focused approach to all aspects of your business.
What You Need to Know About Customer Satisfaction & the Digital Era:
Current Customer Service Trends: The businesses with the most successful approach to customer retention focus on three key areas: customer satisfaction; improving their customers’ experience; and using data and information to better understand and anticipate exactly what it is that their customers will want and need. At APT, we can help you free up your time so that you can focus on answering these three questions.
Measuring Successful Customer Service: Accurate indicators of your company’s success with your customers include: the trust that your customers have in your organisation; the level of your customers’ satisfaction with your organisation; your customers’ loyalty to your organisation; the number of complaints that your customers make about your organisation, how those complaints are handled, and how long it takes for those complaints to be handled; your organisation’s level of influence within your industry; your organisation’s reach; the level of customer engagement you’ve been able to garner – these are just a few of the key performance indicators of your business’ success with your customers.
Think Like a Customer – How to Keep Customers Satisfied: When it comes to determining exactly how satisfied your customers are with your organisation, it is important to look at your success not from the perspective of “what did I get out of the relationship with my customer?” but rather look at it from your customer’s perspective and think “what did MY CUSTOMER get out of the relationship with ME?” Customers who are happy with your organisation will buy into your brand more.
This principal dictates that what your customer gets out of their relationship with you is immediately followed by what your organisation gets from the relationship with your customer—typically profit.
Social Media & Customer Engagement: One of the biggest mistakes that companies make in the digital era is ignoring social media. Social media is a way of engaging your customers, communicating with them and is a valuable source of data. A good approach to customer service must undoubtedly include a social media marketing strategy. With social media, you have a tangible way to increase your bottom line by engaging your current audience and broadening your company’s horizons in order to improve your reach.
Customer Service for a Happy Customer in the Digital Age: While technology and the digital age has drastically changed how organisations do business, one thing remains the same and that the importance of real-life customer interaction. Social media is an excellent customer service tool and customer relationship management and measurement are excellent indicators of your business’ performance, however, few things compare to taking the time to meet with your customers face-to-face, or taking the time out to connect with them on the phone.
Face-to-face, personal interaction with your customers can be time consuming, especially when you consider all of the other tasks that need to be done in order to successfully manage a business. Fortunately, at APT, we are able to assist you with the backend processes of your business to help you free up time for what really matter – your customers.
How APT Business Services Can Help You Put the Customer First: At APT Business Services, we offer a number of solutions for managing the backend of your business so that you can focus your time and attention on putting your best foot forward in your industry and business. We take care of your bookkeeping, payroll, taxation compliance, management reporting and so much more. With all of the time that we save you, your organisation can focus on what is most important in this digital age and that is your customers.
We specialise in helping small to medium businesses and our goal is to be recognised as a professional Outsourcing company who assists their clients in achieving their goals by providing bespoke solutions to their needs. We’d love to put our skills and level of professionalism to work for you so that you can focus on reaching your own goals. To find out more about how we can help you, contact us via e-mail at firstname.lastname@example.org or call our Australian offices at 07 3911 1095.