dearJulius.com

5 Customer Service Rules to Boost Your Profit by 18 Percent


By Linda Orr, Entrepreneur

By 2020 customer service and experience will overtake price as the essential brand differentiator. Eighty-six percent of buyers are willing to pay more for excellent customer experience. Customers will spend 13 to 18 percent more for excellent customer service. Here are five rules to set yourself to take full advantage of this trend.


1. Never make your problems the customer’s problems

Recently, at a large grocery chain, I had a very frustrating experience. I attempted to use the self check-out express lanes to purchase three products. I was not able to do this because I did not have a store card. After finally being able to buy my items, I emailed the corporate store. I got a response the next day that said that cards were now required and this was a new policy due to a large amount of theft. This did little to ease my annoyance.

Excellent customer service means you fix your problems without the customer knowing the problem. Years ago, when a Red Lobster got behind and had a long wait, they gave out free fried ravioli in the lobby. At Target, store cards are not required, but they have cameras at every self-checkout register. Giant Eagle requires cards at the self-check registers, but the cashier keeps a generic one for customers without a card. There is no reason for customers ever to see the back of the house problems. Never put that burden on a customer. As in the Red Lobster example, sometimes problems can even be turned into positives. Customers may have to wait an hour for a table, but they are happy to eat free food and drink at the bar (which allows the business to make more money!)


2. Seek reviews and encourage open dialogue

In my grocery store experience, none of the store or corporate workers ever asked me if I wanted a card or why I did not want to use one. The issue is, I have about 20 cards from random stores that I rarely visit inside my purse that are hard to find. If the store had sought feedback, perhaps they would realize that having that information stored on an app on a smartphone might be a better idea. For example, Macy’s has never been a store where I was a frequent customer. However, in recent months, I have found their app so convenient that I have started shopping there again.

An app that improves customer service can differentiate the experience. Macy’s redesigned their stores and added a new desk at the door. This desk is exclusively used for online order pick up and returns, with no questions asked. If the grocery store asked how to make the customer service better, they would likely hear the same thing from many people, that a convenient app might make shopping and check-out more convenient. Plus, apps allow for better customer tracking, which also may help with the theft problem.

Also, solicit information as online reviews. Ninety-one percent of 18-34-year-old consumers trust online reviews as much as personal recommendations. Have all representatives at all touchpoints continually “survey” the customer. Cashiers can ask questions like, “Is there anything we could have done to make your experience better?” Most customers will say no. However, a few customers will provide valuable information.


3. Respond promptly with empathy to customer comments

Fifty-three percent of customers expect a response to a complaint within one hour. An HBR study found that customers are seven times more likely to buy a product when their calls are returned within one hour. Typically, companies use a third-party firm to respond to online comments, if they respond at all. You should respond to both positive and negative comments quickly with tailored responses. Our dog trainer, Alpha & Omega, asked us to leave a positive comment on Google. They took the time to personally respond with a thank you and a personal observation that showed they remembered our dogs’ names and unique personalities.

In addition to speed and customization, you must handle comments with empathy. “I’m sorry,” is a powerful phrase that can repair a bad experience. Everyone wants to be heard, appreciated and respected. Empathy is free and should be a minimum requirement for any employee that interfaces with a customer. Disney employees will go out of their way to show compassion. It is part of their cast member training. They have procedures to get disabled guests on rides quickly. When a guest has a food allergy, the head chef comes to the table to talk to the guest, no matter how busy the restaurant is. The Cleveland Clinic prioritizes empathy as a core value in the organization. Healthcare providers will personally apologize to patients and families. This differentiates them from other healthcare providers who do not share this focus as part of their corporate DNA. These kinds of experiences stand out in customers’ minds and make them loyal.


4. Map the customer service journey and establish a voice-of-the-customer program

Customer journey maps include every touchpoint and examine frustration points and areas that create satisfaction. Using internal and external market data, you can look for gaps between what the customer expects at each step and what the customer experiences.

Establish a voice-of-the-customer program, which is a formal process and procedure to solicit feedback and share it across the entire organization to all relevant employees. From the top down, your organizational culture should encourage all employees to appreciate and respond to customer feedback. Through sharing and by using reputation management software, you can analyze data and can implement actionable goals. Continually look for ways for your organization to improve and continue to become more customer-focused.


5. Reward customers for staying loyal

By increasing your customer retention rate by just five percent, you can improve your profits by 25-95 percent. Use email lists or apps to provide discounts or exclusive deals to loyal customers. Disney offers individual character meet-and-greet sessions only to their Visa cardholders. These events have short lines and are typically in air-conditioned places. Macy’s progressively gives greater discounts based on the total money spent over time. Geisinger Health System offers a refund for customers not happy with their care. Give customers a reason to stay loyal. The longer they stay, the more likely they will be to give good reviews and referrals. These tips will lead to excellent service, greater loyalty, and higher profits.



Made with in NYC
Name

4th of July,7,Abu Dhabi,2,Accessories,84,Acne,3,Adventure,32,Adventure Travel,638,Advice,283,Africa,26,African Food,2,AIDS,1,Air Travel,150,Alabama,5,Alaska,20,Alberta,1,Alcohol,4,All About Beer,1,All About Wine,2,Alternative Treatments,4,America,77,American Food,5,Amsterdam,2,Android,11,Anguilla,3,Animal,367,Animal Health,1,Animals,69,Anniversary,1,Anniversary Cake,11,Antarctica,7,Antigua,3,Appetizers & Snacks,2,Apple,11,Apps,16,Argentina,15,Arizona,19,Arkansas,2,Armenia,1,Asia Travel,47,Asian Food,7,Asthma,4,Athens,3,Austin,8,Australia,92,Australian Food,1,Austria,13,Autism,1,Auto Insurance,1,Auto Show,52,Autos,219,Azerbaijan,1,Baby Shower Cake,29,Back Pain,25,Bahamas,13,Balance Work & Life,50,Banana Cakes,2,Bangladesh,8,Barn Finds,1,Bathroom,43,Be a Better Manager,33,Beach Travel,58,Beards and Shaving,29,Beef Recipes,7,Belarus,1,Belgium,9,Belize,15,Bermuda,5,Best Products,1,Better Partner,40,Beverages,3,Bhutan,9,Bills to Pay,35,Birds,4,Birth Control,1,Birthday Cake,109,Blue Lagoon,2,Blueberry Cake,11,Bolivia,3,Books,2,Botswana,3,Brazil,38,Bread,11,Breads,1,Break Room,12,Breakfast & Brunch,6,Breakup,19,Breakups,3,Broken Hearts,5,Brownie,8,Brunei,1,Budget Travel,97,Bundt Cake,30,Business Skills,102,Butter Cake,52,Buying,1,By Region,3,Cake Decorating,113,Cakes,54,California,109,Cambodia,4,Camera,6,Canada,80,Cancer,73,Car Shows,1,Car Tech,2,Caramel Cake,5,Career,86,Career Advice,298,Career Choice,125,Career Growth,180,Career Paths,24,Career Problem,8,Caribbean,45,Caribbean & Mexico,5,Carrot Cake,22,Cats,49,Celebrity,17,Celebs,1,Ceremonial Cake,9,Certified Pre-Owned Vehicles,1,Cheese Recipes,4,Cheesecakes,251,Chicago,7,Chicago Auto Show,2,Chicken Recipes,14,Chiffon Cake,5,Children's Health,21,Chile,7,China,21,Chocolate Cake,395,Christmas,35,Christmas Cake,23,Christmas Travel,14,Classic Cars,39,Cleaning Tips,144,Clinical Practice,1,Clothes,1,Cocktail Recipes,2,Coconut Cake,21,Coffee,1,Coffee Cake,15,Coliseum,1,Colombia,18,Colorado,32,Columbia,3,Communication,2,Companies,2,Compassion,2,Computing,16,Connecticut,4,Consumer Electronics Show,5,Cookies,10,Cooking,8,Corporate Travel,2,Costa Rica,13,Country Travel,249,Creative,309,Creative Idea,22,Creative Ideas,37,Croatia,15,Cruiser Travel,16,Cuba,18,Cultural Travel,66,Cupcake,322,Customs & Classics,2,Czech Republic,6,D.C.,2,Dandruff,1,Dating,18,Dating Advice,73,Dating Advice for Women,22,Dating Tips,13,Decor,23,Decorating Ideas,181,Delaware,1,Demotivational,636,Denmark,12,Dental Health,26,Dentistry,1,Depression,24,Desert Travel,1,Desserts,3,Detroit Auto Show,4,Diabetes,25,Diet,131,Dining Out,3,Dinner,14,Disease,116,Divorce,15,DIY,112,DIY Fashion,31,Dogs,156,Doughnuts,5,Dress,23,Drink,27,Drinks,1,Drinks & Cocktails,4,Driving,3,Drugs,3,Dubai,15,Ears,2,East Africa,4,Easter,1,Easter Island,1,Easter Travel,1,Eco Travel,18,Ecuador,7,Education,87,Eggs,3,Egypt,4,Electronics,4,Electronics and Gadgets,2,Emirates,1,England,13,Entertainment,148,Enthusiasts,131,Entrepreneurship,40,Estonia,2,Eswatini,1,Ethiopia,2,Europe,110,European Food,8,Exercises,51,Eye Health,28,Facts,284,Fall Travel,43,Family,16,Family Travel,128,Faroe Island,1,Fashion,126,Fashion for Kids,2,Fashion for Man,12,Fashion for Woman,31,Fat Loss,91,Father's Day Cake,4,Father's Day Travel,1,Featured,207,Features,1130,Festival Travel,25,Fiji,6,Finance,4,Finland,16,Fish & Seafood,13,Fitness,746,Fitness & Exercise,219,Florida,69,Food,139,Food and Drink,14,France,37,Frankfurt Motor Show,2,Free Travel,3,French,6,French Polynesia,5,Friendship,40,Fruit & Veggie Recipes,8,Fruitcake,70,Fruits,4,Fuel Economy,1,Funny,546,Gadgets,31,Galapagos,3,Games,12,Garden,24,Gardening,276,Gearheads,1,General,7,Geneva Motor Show,3,Georgia,14,Germany,18,Get Healthy,63,Ghana,2,Girlfriend Grooming,10,Google,15,Graduation Cake,2,Gratitude,11,Greece,37,Green Living,5,Greenland,1,Grooming,89,Guatemala,2,Hair,52,Hair Care,22,Hairstyle,65,Halloween,29,Halloween Cake,12,Halloween Travel,9,Happiness,19,Hawaii,53,Hayden Panettiere,1,Headache,22,Health,481,Health & Fitness,300,Health Care,466,Health Insurance,1,Healthcare Tech,6,Healthy,12,Healthy Eating,186,Healthy Habits,159,Healthy Living,179,Hearing,1,Hiking Travel,63,HIV/AIDS,4,Holiday Travel,28,Holland,1,home,31,Home & Garden,205,Home and Decor,484,Honeymoon Travel,128,Hong Kong,13,Horoscope,31,Hot Rod Power Tour,1,Hotels,71,Housekeeper,8,Hungary,3,Ice cream Cake,21,Iceland,41,Idaho,4,Ideas,11,Illinois,13,Imports,1,Impress a Girl,20,Impress Women,4,Independence Day Travel,1,India,36,Indiana,5,Indonesia,13,Indoor Gardening,69,Industry,5,Inspiration,58,Insurance,5,Internet,19,Internship,8,Interview Skills,37,Investing,12,iPad,2,iPhone,6,Iraq,1,Ireland,36,Island,60,islands,2,Israel,9,Italy,56,Jamaica,8,Japan,44,Jealousy,2,Job Search,47,Jordan,6,Just For Fun,2,Kansas,6,Kentucky,2,Kenya,2,Kids & Pets,10,Kitchen,67,Koala,1,Korea,2,Kyrgyzstan,1,Lamb,2,Laptops,4,Latin America,3,Latin American Food,1,Latvia,1,Laundry,6,Layer Cake,95,Leadership,44,Legs,1,Lemon Cake,18,Life,1,Life Hacks,244,LifeStyle,754,Lithuania,2,London,24,Long Distance Relationship,24,Los Angeles Auto Show,14,Louisiana,9,Love,130,Lowa,4,Lunch,5,Luxembourg,1,Luxury Travel,35,Maine,6,Maintenance,3,Makeup & Beauty,11,Malaysia,1,Maldives,15,Malta,2,Mango Cake,3,Marketing,10,Markets,11,Marriage,97,Marshmallow,3,Maryland,6,Massachusetts,9,Massage,5,Mauritius,6,Meditation,29,Men & Women,18,Men's Health,14,Mental Health,294,Mexico,74,Miami,13,Michigan,5,Microsoft,6,Middle Eastern Food,2,Mind,3,Mississippi,2,Missouri,7,Mobile,22,Moldova,1,Monaco,1,Money,2,Money & Career,21,Monkey,1,Montana,12,Morocco,20,Mother's Day Travel,1,Motivation,2,Motorcycles,106,Motorsports,2,Mousse,2,Muffins,9,Mug Cake,14,Multiple Sclerosis,1,Muscle Cars,4,Muscle Cars & Hot Rods,3,Muscle Gain,2,Myanmar,9,Namibia,4,Nature,4,Nature Travel,102,Nepal,6,Netherlands,11,Nevada,23,Nevis,1,New Bikes,2,New Car Deals,1,New England,5,New Jersey,2,New Mexico,6,New Year Fashion,6,New Year's Day Travel,6,New York,55,New York Auto Show,3,New York City,20,New Zealand,47,Newfoundland,1,Newlyweds,4,News,334,Nicaragua,2,North America,11,North Carolina,6,North Dakota,1,North Ireland,1,Northern Ireland,1,Norway,20,Nutrition,447,Occasional Travel,9,Oceania,1,Offbeat,621,Ohio,6,Oman,5,Online Date Tips,2,Operating Systems,2,Oral,4,Oregon,10,outdoor,3,Ownership,61,Pain,24,Painting,16,Pakistan,2,Panama,5,Pancake,19,Panda,1,Panna Cotta,3,Paraguay,1,Parenting,370,Paris,23,Paris Motor Show,4,Pasta,2,Pastry,7,Pebble Beach Concours d'Elegance,2,Penguin,4,Pennsylvania,10,Personal Finance,164,Peru,21,Pets,149,Phoenix,1,Photo Feature,1,Pie,27,Plum Cake,1,Poke Cake,10,Poland,3,Popular Ingredients,26,Pork Recipes,7,Portable Media,14,Portugal,21,Pound Cake,55,Prague,1,Pregnancy,72,Premium,1,Printer,2,Protein Bars,1,Psychology,1,Pudding,9,Puerto Rico,7,Pumpkin Cake,45,Qatar,6,Quick & Easy Recipes,11,Real Estate,72,Recalls,4,Recipe,1097,Recipes,52,Recipes & Meal Ideas,3,Recipes By Course,5,Relationship,167,Relationship Advice,180,Relationship Advice for Men,23,Relationship Advice for Women,27,Relationship Problems,58,Relationship Secrets,14,Relationships,138,Research,94,Resort,11,Restaurants & News,13,Resume,11,Retirement,10,Reviews,1,Rhode Island,2,River Travel,2,Road Trips,49,Romania,4,Romantic Getaways,15,Rome,5,Russia,16,Safety,5,Saint Lucia,1,Saint Patrick's Day Travel,1,Salad,6,San Miguel de Allende,1,Scotland,10,Seasonal,56,Seasonal Travel,59,Security,9,Self Help,14,Self-Care,3,SEMA Show,5,Senior Relationship,2,Sex,7,Sexual Health,19,Shanghai Auto Show,7,Shaving,1,Sheet Cake,20,Shirt,4,Shoes,1,Shopping,10,Shots & Shooters,1,Side Dishes,4,Sightseeing Tours,2,Singapore,18,Ski Resorts,10,Skin Care,47,Sleep,62,Slovenia,6,Small Business,163,Smartphone,28,Smile,1,Smoothies & Juices,3,Snacks,1,Social Media,44,Solo Travel,24,Solomon Islands,1,Somoa,1,Soth Africa,1,South Africa,14,South America,3,South Carolina,4,South Dakota,5,South Korea,3,South Pacific,2,Space Travel,14,Spain,33,Special,46,Special Cake,579,Special Feature,113,Special Features,485,Sponge Cake,15,Sports and Exotics,4,Sports Cars,8,Spring Travel,23,Squirrel,1,Sri Lanka,6,Strawberry Cake,22,Stress Relief,35,Stroke,2,Student Travel,1,Style Guide,25,Summer Travel,53,Summer Vacation,8,Supercars,10,Sweden,19,Swiss Alps,1,Switzerland,20,Tahiti,1,Taiwan,3,Tanzania,1,Tarts,12,Taxes,7,Teas,2,Tech,89,Tech Advice,12,Tech Education,7,Tech Hacks,19,Tech Updates,2,Technology,12,Teen Advice,4,Teeth,5,Tennessee,6,Texas,57,Thailand,31,Thanksgiving Cake,4,Thanksgiving Travel,5,Therapy,3,Things to Do,165,Tibet,2,Tips,264,Tips & Tricks,6,Tokyo Motor Show,2,Tools & Skills,16,Top Stocks,1,Traditional Cake,4,Train Travel,23,Training,1,Transportation,22,Travel,206,Travel Advice,64,Travel Apps,1,Travel Guide,40,Travel Tips,149,Trends,7,Trucks,1,True Health,5,Tunisia,2,Turkey,10,Turkish,1,Tuscany,1,TV,2,UAE,10,UK,40,Ukrine,1,Understanding Women,28,Urban Travel,47,Uruguary,1,USA,629,Utah,12,Uzbekistan,1,Vacation Travel,245,Valentine's Day Cake,7,Valentine's Day Travel,1,Vanilla Cake,17,Vegetables,3,Vehicle Travel,2,Venezuela,1,Vermont,4,Victoria Falls,1,Vietnam,5,Virginia,5,Waffles,3,Washington,15,Washington DC,20,Web & Social,17,Wedding,14,Wedding Cake,549,Weddings,60,Weddings Travel,4,Weight Gain,23,Weight Loss,468,Weird,172,Wellness,75,West Indies,2,Wi-Fi,2,Wildlife Travel,13,Winter Travel,56,Wisconsin,5,Women Lifestyle,23,Women's,75,Women's Health,173,Work Environment,77,Workouts,81,Worldwide,155,Wyoming,2,xxx,1,Yemen,1,Yoga,58,YouTube,3,Zadar,2,Zambia,3,Zimbabwe,4,
ltr
item
Home Magazine: 5 Customer Service Rules to Boost Your Profit by 18 Percent
5 Customer Service Rules to Boost Your Profit by 18 Percent
https://2.bp.blogspot.com/-ppHe7PKBmfU/XK88IXwzjvI/AAAAAAAAckQ/FU5d-Nx8_qQmeaZILuI_BrD3OaWPA9NdACLcBGAs/s1600/5%2BCustomer%2BService%2BRules%2Bto%2BBoost%2BYour%2BProfit%2Bby%2B18%2BPercent.jpeg
https://2.bp.blogspot.com/-ppHe7PKBmfU/XK88IXwzjvI/AAAAAAAAckQ/FU5d-Nx8_qQmeaZILuI_BrD3OaWPA9NdACLcBGAs/s72-c/5%2BCustomer%2BService%2BRules%2Bto%2BBoost%2BYour%2BProfit%2Bby%2B18%2BPercent.jpeg
Home Magazine
https://home.dearjulius.com/2019/04/5-customer-service-rules-to-boost-your.html
https://home.dearjulius.com/
https://home.dearjulius.com/
https://home.dearjulius.com/2019/04/5-customer-service-rules-to-boost-your.html
true
3672986080801762734
UTF-8
Loaded All Posts Not found any posts VIEW ALL Read More Reply Cancel reply Delete By Home PAGES POSTS View All RECOMMENDED FOR YOU LABEL ARCHIVE SEARCH ALL POSTS Not found any post match with your request Back Home Sunday Monday Tuesday Wednesday Thursday Friday Saturday Sun Mon Tue Wed Thu Fri Sat January February March April May June July August September October November December Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec just now 1 minute ago $$1$$ minutes ago 1 hour ago $$1$$ hours ago Yesterday $$1$$ days ago $$1$$ weeks ago more than 5 weeks ago Followers Follow THIS PREMIUM CONTENT IS LOCKED STEP 1: Share to a social network STEP 2: Click the link on your social network Copy All Code Select All Code All codes were copied to your clipboard Can not copy the codes / texts, please press [CTRL]+[C] (or CMD+C with Mac) to copy