Poor employee engagement is a struggle for most brands, with nearly 66% of all employees feeling disengaged. This has costly implications for businesses.
Unengaged employees often lead to high turnover rates, which can severely affect your bottom line. You may be paying more money than you’d like to find new recruits and train them up. It’s also likely that your unengaged employees are not performing to the best of their ability.
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In 2020, the importance of customer experience cannot be overstated. In a saturated market, this is what sets one brand apart from the next and captures long-term customer loyalty. Customer service is essential to the brand loyalty of over 96% of consumers. In other words – almost everyone expects excellent customer experience. This is true for the service sector eg hotels, airlines, professional services etc and for businesses selling products eg automotive, technology products, telephony, white goods etc.
The customer experience has a direct impact on the bottom line of your business. Customers are generally willing to pay a higher price for a better experience. The opposite is true for negative service and one-third of customers would consider switching to a different company based on just one negative customer service encounter. In today’s digital marketplace, this means you are just one click away from losing customers, sales and profit.
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Consumer demands are continuously shifting from products to services. This means that customers have started valuing the experience a brand presents them with. The customer experience includes everything from initial engagement, to building awareness, the sales journey, service delivery, and any follow-up or ongoing engagement with the brand.
Creating a culture in which service excellence can be achieved in a sustained way can provide a competitive edge for businesses in a saturated market. To deliver dependable, consistent value, service excellence needs to be one of the driving forces at the heart of the organization. It cannot be achieved by tweaking one aspect of the customer experience.
Continue reading “How to Create a Culture of Service Excellence”