Serving up a better customer experience
There’s a lot of doom and gloom on the high street at the moment - with store and restaurant closures hitting the headlines daily, but there are ways to boost the bottom line and better shape your customer service strategy moving forward.
Here’s a few feedback-driven insights to get you started:
- Consider how you stack up against the competition - Determining how your prices compare with competitors may seem simple enough - by going online or visiting their store or restaurant, right? Well, that may not tell the whole story. How customers perceive a price is just as important as the price itself. Rather than assuming you’re providing customers with the best bang for their buck, get the answer straight from the source. Quickly evaluating your business’ perceived value to customers can help shed light on the need for any potential changes.
- Ask yourself how well do you cater to customer needs - Long queues may be costing your customers. A report from Box Technologies and Intel found that 86 percent of shoppers avoid businesses where they perceive the lines to be too long. By collecting real-time feedback on the length of your queues, you can gain a much better sense of whether you’re meeting customers’ need for speed. If improvements are in order, meet with your staff to brainstorm solutions such as mobile order-ahead options or express checkout lanes. The shorter the wait, the more likely customers will stop by for a quick bite to eat.
- Check your customer service is up to par - Success doesn’t often come without great service. Last year UK businesses lost £37 billion through poor customer service according to a report from Ombudsman Services. Leverage the power of up-to-the-minute feedback to discover if your business is delivering the level of service today’s consumers expect. The following list of questions can give you a better idea of whether specific changes should be made:
- How would you rate the service today?
- Were the staff helpful?
- How easy was it to find what you needed?
- Look at your employee training - A growing number of businesses are implementing employee training programmes to help boost staff retention and satisfaction. Giving them opportunities to learn and grow are extremely important to keep them motivated and engaged in their roles. Compare customer service feedback scores before and after the conclusion of a training programme to demonstrate whether it’s making the difference you’re looking for.
Hopefully these tips will give you some food for thought. After all, the more familiar you are with consumer sentiment, the better chance you’ll have of crafting an experience that meets their needs – and keeps them coming back, recommending to others & more.
I was formerly a consumer rights lawyer at Europe’s largest consumers’ association, Which?, before founding TruRating in 2013 when I began to notice how influential online review sites were becoming and the make or break role they were playing for many businesses.
I was concerned that despite best intentions, feedback sites often just...