Problem: How Can We Deliver Standout Customer Experiences in an ADHD Society?
The modern world is built on instant gratification. That makes it extra-hard to provide truly exceptional customer experience. In order to deliver service that dazzles your customers, you must understand what they’re looking for and how they want to receive it.
One of the things to understand is that we are a society that has become accustomed to an immediate response. A study came out several years ago about Twitter that said that 74% of people who complain on Twitter don’t actually need their problems solved. They just want to be heard.
Empower Your Team to Meet Customers’ Needs in Real-Time
In order to provide top-shelf customer service, you must give your employees the tools to act decisively– and intentionally.
One of the key things to understand is that being able to respond to a request, whether it’s online, whether it’s email, whatever– time is the ultimate factor. And if you can figure out a way to improve how you communicate with your audience, and that comes down to improving your brevity. It comes down to improving transparency, being more relevant.
Tip #1: Establish a Common Mission
A true spirit of customer service must extend far beyond the Customer Service Department. Each of your employees must have both the confidence and the permission to deliver a great experience.
I think one of the keys is everyone in your company needs to be part of your customer service team. And that is a very important point. Having a customer service team is great, but if they go home at five o’clock and the person answering the phones has no ability to help anyone, or fix anything, then what’s the point of having a customer service team in the first place? So, you have to ask that question of: how do you get everyone in your company to do that? And the key is to allow people to create their own rules in terms of how they help their customers, as long as the customer is helped, whatever that is.
Tip #2: It’s About More Than the Analytics
Data is an important part of understanding the strengths and weaknesses of your customer service. But it’s critical not to neglect the human element.
I think that there is a place for NPS. I think that companies and employees who live and die by it and it alone are shortsighted. At the end of the day, net promoter score is great. You’ll get a ton of data and a ton of research from it, no question about it, but I personally believe that nothing will ever beat talking to your customers one-on-one.
Tip #3: Don’t Lose Perspective
Remember: You’re not competing against some perfect standard of customer service. You’re competing against your competition.
That’s the beauty of it. Whenever the other company sucks, you don’t have to be that nice.