How many companies can you name that is widely known for their great customer care and awesome service? Far too often we’re surprised when we’re treated well by a supplier. Instead you hear people almost every day stating how badly they were treated, or how unimportant a supplier made them feel. As a customer you should never feel like you’re disturbing your supplier – it’s their job!
In an attempt to change this we want to inspire really good – and profitable – customer care that will surprise the customer. Therefore we want to give you smart and fun tips on how you can stand out from the crowd with the help of just a few small means.
>Surprise – and be remembered and known for your excellent customer care
No one raises an eyebrow or notices when he or she gets exactly the product/service/treatment they expected. However, the customer will immediately notice a surprisingly good or surprisingly bad experience. The relationship with the company and how the customer talks about the company to others are directly affected, for the better or the worse.
Therefore, be proactive and surprise with really great customer care. The customers will both remember you and talk about you and your products/services to their friends and partners in a way that benefits you.
Service excellence is not about consistency, but about surprise.”
Tony Mosely, CEO Service Excellence
Treat your customer nice even during the sales process
As important as it is to work with customer care towards existing customers it is to start with it even during the sale process. It will also simplify your sale process, and selling to someone who likes you is much easier than to someone who dislikes you.
Posters, checklists and communications plans
Sometimes it is hard to know in which end you should start a project. First off, you don’t buy a CRM system very often, and the reasons for buying a CRM system are not always crystal clear to everyone in the organization.
We have gathered a lot of experience about how to tackle one of a company’s most important choices, i.e. how to begin the journey together towards better and smarter relationship managements.