SMART Service Desk: Do You Favor Some Customers?

Before doing business with you, a huge majority of customers will now use the information available on the web to find out an overabundance of things about your company, your brand and your service quality.

Transparency is the way the business world works these days, and it has forced companies to re-examine their sales process by putting the customer first.

These highly informed customers aren’t going away, in fact, the web has made it better than ever for honest, upstanding businesses who take care of their customers to succeed in a world where most companies actually fall short.

Consider these upsetting customer service statistics;

78% of customers have bailed on an intended transaction because of a poor current or past experience.

In 2011, 86% of consumers quit doing business with a company due to a poor transaction or service experience (vs. 59% in 2007)

On Twitter, over 80% of customer service related tweets are negative or critical of the brand or company in question. The vast majority of customers on Twitter expect a response in less than an hour. Unfortunately, most companies are failing to meet that expectation. Is yours?

The bottom line; the idea that “customer service has become the new marketing” is not a pedestrian turn-of-the phrase, it’s the current reality.

That said, how can your business provide the sort of amazing customer service that other companies are able to deliver month-after-month?

Does your company favor some of your customers or does it favor all of them? Are you sure about your answer? Where do your look to your feedback?

The real answer lies in finding a solution to the two following dilemmas:

    How can you create a company culture that’s all about the customer?
    How can you figure out what really matters to customers?

For the former, your staff needs to embrace the idea of Total Company Support, where everyone has the customer’s best interests in mind, not just your forward facing employees who deal with them every day.

To learn more about that and why this practice is just bottom line good business, look all of your company interaction and not just customer service.  Does your company only favor the customer following their complaint?

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com