Smart executives know that returning customers feed profitability no matter what kind of company you work for.
So what are you doing this year to reduce the number of customer complaints you receive?
What are you doing to hang on to more of your existing customers?
As you think about your strategy for 2013, let me suggest a few ways to assess the way your customers feel about the level of service you’re providing – or maybe more importantly, the level of service you’re not providing.
Consider the value of the following customer plan components:
- Mystery Shopping – This tried and true method of obtaining customer feedback is an excellent way to gauge how the prospect market views your operations at all portals of entry to your organization. On-site, telephone, website and email assessments highlight the strengths and indicate the areas of your business needing improvement.
- Customer Surveys – Allow you to tap into what’s on the minds of your existing customers. Surveys of this nature can take various forms with direct mail, telephone, and electronic surveys being the most popular.
- Focus Groups – A good way to assess the feasibility of new products or services prior to launch.
- Suggestion Boxes – Still popular with everything from big red locked boxes positioned by the customer service desk to survey cards strategically placed on dining tables at popular restaurants. Consumers are also seeing invitations to call 800 numbers appearing at the bottom of their cash register receipts with their comments and shopping experience.
Whatever your plan for 2013, make sure that your progress begins with your vision for customer service in your organization. It helps your staff to know what you value and how you expect them to behave when it comes to providing superior service to your most important asset!
What are your customer service plans for 2013, and please don’t tell me you don’t have any!?
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