All successful businesses have one thing in common. They ‘get’ their customers. Not only do they make sure the product/service is meeting their needs, they make sure that their relationship with them is unshakeable by providing the best possible customer service. So, what does that look like?
Well, here’s what it’s not. It’s not keeping your customers waiting for information, it’s not being passed around multiple people, it’s not missing deadlines and only explaining after the event, it’s not when the left hand doesn’t know what the right is doing, it’s not blaming other departments when things go wrong, it’s not incentivising new customers and taking the existing customers for granted, It’s not providing information only when it suits you.
Sounds straightforward, doesn’t it? Yet UK firms that aren’t getting customer service right are losing £234 billion a year. So what gives? Why is it proving so hard?
First of all, the service you think your customers are experiencing and the reality can be two different things and it won’t be because you’re not trying. One of the first things we do with our own clients is look at their existing processes. Yes, we’re IT driven but every piece of software and every application have the potential to enable or disable your team’s best intentions. So we ask questions like:
- How do your processes look?
- Are teams able to communicate effectively with one another?
- How easy is it to access and share information between departments?
- How quickly and effectively can a client’s query be answered?
- How easily can you spot a pattern in complaints or in product issues before they happen?
- How do your customers want to interact with you?
- What are your customer satisfaction rates?
- What areas do your customers need you to work on?
- Every process you have should be removing the barriers that prevent all of these happening.
How would you answer all of these? At the end of this month, we’re holding a webinar to look into exactly how Dynamics365 removes the barriers to gold standard customer service. Not that long ago, CRM was a means to collect and store data, identify your best customers and prospects, send customer communications and to look at buying patterns. Dynamics 365 has responded to the new age of customer expectations and has changed the customer service rules significantly.
Find out more information by watching on our Dynamics 365 for Customer Services webinar.