Home Customer Experience The Big List of Customer Service Touch Points

The Big List of Customer Service Touch Points

330
0
SHARE
Poor customer service costs businesses over $75 billion a year. Businesses appear to struggle with forming strong, loyal connections with customers, resulting in consumers who regularly switch between providers. An estimated 67 percent of customers say that they switch brands because of a poor experience. Understanding key customer service touch points remains critical if you want to appropriately nourish your relationship with your customers. Customers want to know that they are valued and appreciated by the brands with which they do business. Check out this list of places customers come in to contact with your brand and see how you come across to customers. Your 11 Point Checklist for your Customer Service Touch Points 1. Referral requests Rotate requests for referrals that come in among your satisfied customers. When they do provide you with a strong reference, offer them a generous thank you to let them know you appreciate their kind words. 2. Website appearance Your website might be the first impression your prospect has of your business. Make sure it represents you well. 3. Customer complaints Streamline the process so issues quickly end up in front of the correct person and solve the client’s problem efficiently. 4. Price quotes Create a systematic means of generating price quotes, and make sure they are consistent and meaningful throughout the entire sales process. 5. Customer education Products and services often offer even more exciting features than customers realize. Do you offer customer education opportunities for those who want to maximize their investment? 6. Billing While the bill might be the most unpleasant aspect for customers, you still want to create a good impression. Keep things simple and straightforward for your clients, and make sure they understand every charge. 7. Waiting area For brick-and-mortar businesses, a customer’s first impression of your office can set the tone of the relationship. Your space should be welcoming and comfortable to guests. 8. Employee interactions Make sure everyone is friendly, helpful and well-trained. Your employees represent your business, and impact the way they customers feel about your brand. 9. Missed calls It is always frustrating for customers when they can’t reach you, so make sure your voice is friendly and informative and that you return calls promptly. 10. Product packaging Your packaging has an impact. Make sure your business looks professional, helpful and inviting, down to the box your product arrives in. Branding should be the same across all touch points, including packaging. 11. Customer care Let your customers know that you care. Ask for their honest feedback through surveys or casual conversations, letting them know that you care about them and their opinion. 12. Social media Provide informative, entertaining content, and provide customer service and replies promptly to positively impact customer perception. 13. Community involvement Support local causes that bring you closer to your community and prospective customers. 14. Ratings and reviews Pay attention to rating sites like Yelp. Prospects are looking for you, show them a profile that has been claimed, contains helpful information, and provides meaningful responses to concerned customers. 15. Word of mouth Word of mouth is what customers say about you to friends and family. Are you garnering positive word of mouth by providing an excellent product and customer service? What are people saying? 16. First purchase The first purchase sets the tone for future potential transactions, how can you make the experience special? 17. Subsequent purchases Reward your most loyal customers with special discounts or value-adds. Keep them coming back for more. 18. Emails Whether you’re sending individual transaction-related emails, or are executing email campaigns, be sure emails are branded, visually interesting and free of errors. 19. Resellers Are your products sold through resellers? Have a good understanding of the experience they will offer customers, as the experience is associated with your product. 19. Demonstrations Provide demonstrations that are easy to understand and show prospective customers how they can use your products at work or at home. 20. Setting expectations Set customer expectations from the beginning. If you know a product is on backorder, talk about timing and alternatives for example. 21. Stay in touch Follow up with the customer after the transaction to ensure satisfaction and to answer any lingering questions. 22. Press While mass media advertising can be pricey, being part of local news stories is a great way to create positive association with prospects and customers. 23. Awards and accolades Apply for promote awards you or your business have won. The bottom line As you evaluate your customer touch points, carefully consider how the situation looks from the customer’s point of view. Ask yourself if you truly helped solve customers’ problems efficiently and left them with a positive experience of your brand. The customer experience offers brands a foundation from which to encourage loyalty among their consumers. By taking the time to evaluate these often-overlooked customer service touch points, you can enhance your brand’s reputation and build stronger relationships with your customers.

Poor customer service costs businesses over $75 billion a year. Businesses appear to struggle with forming strong, loyal connections with customers, resulting in consumers who regularly switch between providers. An estimated 67 percent of customers say that they switch brands because of a poor experience. Understanding key customer service touch points remains critical if you want to appropriately nourish your relationship with your customers.

Customers want to know that they are valued and appreciated by the brands with which they do business. Check out this list of places customers come in to contact with your brand and see how you come across to customers.

Your 11 Point Checklist for your Customer Service Touch Points

1. Referral requests

Rotate requests for referrals that come in among your satisfied customers. When they do provide you with a strong reference, offer them a generous thank you to let them know you appreciate their kind words.

2. Website appearance

Your website might be the first impression your prospect has of your business. Make sure it represents you well.

3. Customer complaints

Streamline the process so issues quickly end up in front of the correct person and solve the client’s problem efficiently.

4. Price quotes

Create a systematic means of generating price quotes, and make sure they are consistent and meaningful throughout the entire sales process.

5. Customer education

Products and services often offer even more exciting features than customers realize. Do you offer customer education opportunities for those who want to maximize their investment?

6. Billing

While the bill might be the most unpleasant aspect for customers, you still want to create a good impression. Keep things simple and straightforward for your clients, and make sure they understand every charge.

7. Waiting area

For brick-and-mortar businesses, a customer’s first impression of your office can set the tone of the relationship. Your space should be welcoming and comfortable to guests.

8. Employee interactions

Make sure everyone is friendly, helpful and well-trained. Your employees represent your business, and impact the way they customers feel about your brand.

9. Missed calls

It is always frustrating for customers when they can’t reach you, so make sure your voice is friendly and informative and that you return calls promptly.

10. Product packaging

Your packaging has an impact. Make sure your business looks professional, helpful and inviting, down to the box your product arrives in. Branding should be the same across all touch points, including packaging.

11. Customer care

Let your customers know that you care. Ask for their honest feedback through surveys or casual conversations, letting them know that you care about them and their opinion.

12. Social media

Provide informative, entertaining content, and provide customer service and replies promptly to positively impact customer perception.

13. Community involvement

Support local causes that bring you closer to your community and prospective customers.

14. Ratings and reviews

Pay attention to rating sites like Yelp. Prospects are looking for you, show them a profile that has been claimed, contains helpful information, and provides meaningful responses to concerned customers.

15. Word of mouth

Word of mouth is what customers say about you to friends and family. Are you garnering positive word of mouth by providing an excellent product and customer service? What are people saying?

16. First purchase

The first purchase sets the tone for future potential transactions, how can you make the experience special?

17. Subsequent purchases

Reward your most loyal customers with special discounts or value-adds. Keep them coming back for more.

18. Emails

Whether you’re sending individual transaction-related emails, or are executing email campaigns, be sure emails are branded, visually interesting and free of errors.

19. Resellers

Are your products sold through resellers? Have a good understanding of the experience they will offer customers, as the experience is associated with your product.

19. Demonstrations

Provide demonstrations that are easy to understand and show prospective customers how they can use your products at work or at home.

20. Setting expectations

Set customer expectations from the beginning. If you know a product is on backorder, talk about timing and alternatives for example.

21. Stay in touch

Follow up with the customer after the transaction to ensure satisfaction and to answer any lingering questions.

22. Press

While mass media advertising can be pricey, being part of local news stories is a great way to create positive association with prospects and customers.

23. Awards and accolades

Apply for promote awards you or your business have won.

The bottom line

As you evaluate your customer touch points, carefully consider how the situation looks from the customer’s point of view. Ask yourself if you truly helped solve customers’ problems efficiently and left them with a positive experience of your brand.

The customer experience offers brands a foundation from which to encourage loyalty among their consumers. By taking the time to evaluate these often-overlooked customer service touch points, you can enhance your brand’s reputation and build stronger relationships with your customers.

LEAVE A REPLY

Please enter your comment!
Please enter your name here