The UK Customer Satisfaction Index (UKCSI) is at its lowest level since 2015, sitting at 76.9, 0.8 points lower than January 2019. Organisations with higher customer satisfaction levels have higher employee productivity and engagement.
We know that excellent quality customer service is built on a customer’s experience with that company, the company’s ethos, its complaint handling, its ethics, and the customer’s emotional connection to that company. We also know that the more a company invests in its customer experience, the higher the return on investment.
If you are looking to improve your customers’ experience with your business, first you’re going to need a solid customer experience strategy. SERVICEBRAND GLOBAL will work with your business to ensure that through behaviour change, your teams are engaged, empowered, and invested in providing an excellent customer experience.
How Can We Help You?
1. Define Your Goals and Vision
We will work collaboratively with you so that you define SMART’s long-term goals and a customer-focused vision. We at SERVICEBRAND GLOBAL will help you articulate these, create a set of easy to understand and relatable values that help to create your company’s culture and guide employee behaviour and attitudes. We can help you embed these goals and vision into the fabric of your company, from recruitment to induction, training, development, day-to-day practices, and delivery of the customer experience.
2. Understand Your Audience
We’ll sit down with your teams to define and understand who your audience (customers) are. We’ll find out what they want, expect, and whether or not their expectations are being met. We’ll also find out where the stumbling blocks are and how to overcome these. We’ll help you understand where the gaps are between your customers’ experiences and their expectations.
3. Team on Board
Your customer service team are your brand ambassadors and are crucial to your customer experience strategy and customer service experience. We’ll look at your recruitment and induction strategies to ensure you are hiring the right customer-focused employees who are team players. We’ll work with you to devise a training and development programme that integrates customer experience into its core. We’ll also ensure that your customer experience strategy continually monitors employee engagement across every department.
4. Customer-Friendly Engagement Tools
Your customers want to choose how and when they communicate with you, whether it’s via social media, voice, email, chatbox, or SMS. Gone are the day’s customers who could only write to you or call you. We work with you to design and implement your customer journeys to provide a consistent customer experience irrespective of time, geography or channel. The ultimate goal is to offer a personalised, brand-aligned, and positive experience.
5. A Relatable Brand
SERVICEBRAND GLOBAL works with your leadership team and employees to ensure your customer experience, employee engagement, and brand identity strategies sit hand in hand. The better your teams understand and breathe your brand, the better the customer experience they provide. If your brand is relatable to customers and employees alike, it’s authentic. You’re creating an emotional connection between your customers and your brand ambassadors, making it easier to provide your customers with positive customer experience. It creates a sense of trust.
6. Evaluate, Evaluate, Evaluate
To improve your customer experience strategy, you need to know what your customers think about the service you are providing and how they are interacting with your business. We’ll help you design a framework that captures your customer feedback in different ways and look at both the overall and individual service levels from your team. We’ll also assess how they can be improved upon. We can also help you evaluate how your customer experience team is engaged with your business and what can be done to change behaviours.
Final Thoughts
We at SERVICEBRAND GLOBAL will help you improve your customer experience strategy by taking into account the above points and by adopting an inclusive and collaborative approach to customer experience across your entire business, not just for customer-facing teams. We’ll listen and collaborate with you to ensure your entire organisation is working towards a common goal. i.e., to provide the best brand-aligned customer experience.
We’re confident we can help you create an excellent customer experience strategy, so contact us today for a free consultation.