Best Practices for Customer Service Excellence

Marketing, sales and CS teams, take note! In looking for a team management tool for my pole vault club, I had an experience that is worth noting with customer prioritization. ABC Glofox and TeamUp set a crazy standard in customer engagement with me this week, and here's why: Fast and Purposeful Response: Within two minutes of filling out their forms, both companies called me. This response replaced a discovery call and showed not only efficiency but a genuine interest in understanding my specific needs. Strategic Discovery Process: Rather than wasting our initial interaction on a lengthy discovery phase, both companies utilized that time to schedule demos around my use case for the next day. I left the calls feeling respected and understood. Effective Questioning: During their brief calls, both companies asked four targeted discovery questions. These weren't generic inquiries; they were aimed at uncovering the specific format of my pole vault club's management needs. They both have solutions for a unique use case I have and will be showing me tomorrow. Thorough Note-Taking: Taking customer-centricity to the next level, both businesses took notes during our talks. Their follow-ups included these details of our conversation so I know I won't have to repeat them tomorrow. Anticipating Wow Moments: Both companies will cover the features I need in the demo but also mentioned a feature they'll show that could be helpful and act as a "wow moment." It's a proactive approach, ensuring that our interactions are not just informative but memorable. In a world where customer experience is setting companies apart, they are showing that prioritizing the customer's journey from the first interaction pays off. This level of service builds trust, sets the stage for meaningful partnerships, and ultimately makes the customer's journey one filled with moments of delight. Turning every interaction into an opportunity to exceed expectations is worth noting and should make us all pause and consider how things currently run in our organization and whether we are providing this level of service.

Is your team playing catch-up or leading the charge? Are you being proactive or reactive? You should strive for your team to be proactive with customers. How do you do that? Here is how I do this with clients: 1. Assessment 📊 Evaluating your current practices Analyze past interactions Identify patterns 2. Customer Journey Mapping 🗺️ Map out your customer journey Pinpoint touchpoints for proactive engagement Anticipate potential pain points and strategize solutions in advance 3. Data-Driven Insights 📈 Leverage data analytics to predict customer behavior Allow your team to address concerns before they become problems. 4. Training and Skill Development 🎓 Have a playbook for your team. Teach them how to think proactively. Problem-solving exercises 5. Automation Tools 🛠️ Invest in customer success platforms. Set up triggers and alerts. Intervene before customers even realize there's a problem. 6. Regular Customer Feedback 🗣️ Don't be afraid to ask for feedback. Use feedback to refine processes. Identify where proactive measures can be added to the customer experience. 7. Cross-Functional Collaboration 🤝 Foster collaboration A united front allows the company to be proactive in customer needs Address challenges that may extend beyond their immediate scope 8. Customer Education 📚 Empower your customers with educational resources. Proactively share tips, tricks, and updates. 9. Continuous Improvement 🔄 Establish a culture of continuous improvement. Encourage your team to regularly review and refine strategies Test and test again 10. Recognition and Incentives 🏆 Acknowledge and reward proactive behavior. Creating a culture of being proactive, not reactive, is celebrated. Transitioning from a reactive to a proactive customer success approach is a journey, not a destination. #CustomerSuccess #ProactiveCX #CustomerEngagement 🚀

There is a simple but powerful rule when it comes to building credibility and trust: always give people more than what they expect to get. Early in my career as I moved from academia to Research & Product Development at BNR, I learned a powerful lesson — listen to your customer for input and feedback all through the process. These days every company goes to great lengths to proclaim being customer-centric. Yet, many of them put up multiple walls and make it nearly impossible for customers to get through to their support team. I experienced this first hand recently with a big bank and a relatively large SaaS vendor. In today’s AI era, it’s almost sacrilegious to have customers jump through multiple hoops to solve an issue. It’s literally a virtual obstacle course for customers seeking support. Long waits for a chatbot, endless web forms, and the absence of direct phone or email support turn what should be a straightforward process into an nightmare customer experience. If you proudly tout your brand as being customer-first, why not make it easy for customers to get in touch with you. It's no coincidence that the brands that get this right earn true loyalty: Amazon with its instant refunds, Costco’s return policy, Apple's one-touch Genius Bar appointments, Away's warranty and impeccable support. And at Tata Group’s Taj Hotels, being "guest-obsessed" means going beyond expectations at every stage. Here is what these companies do really well: 1. Meeting customers where they are: they help users through their journey, remove friction and make it easy to seek help, while fully empowering the front line. 2. Being transparent and managing expectations: no one is perfect, but acknowledging mistakes and genuinely working to find a solution when there is a problem helps to build trust. 3. Show genuine empathy: it makes all the difference. 4. Ingrained into the culture: Planning for customer service when you’re designing your product or service ensures that it isn’t an afterthought. Which companies have wowed you with their customer experience? #customerexperience #customers #support #customerdelight #business

Do you care about your customers? Show don't tell. 🔷 Personalized Communication: - Address customers by their names in communications. - Tailor your messages to their preferences, needs, and history with your business. 🔷 Express Gratitude: - Send thank-you notes or emails expressing gratitude for their business. - Acknowledge their loyalty and let them know you appreciate their support. 🔷 Customer Appreciation Events: - Host events, whether online or in-person, to celebrate your customers. - Offer exclusive discounts, giveaways, or special access to show your appreciation. 🔷 Loyalty Programs: - Implement loyalty programs that reward customers for repeat business. - You'd be surprised how many want access over things that cost money. 🔷 Remember Special Occasions: - Send personalized greetings on customers' birthdays, anniversaries, or other important milestones. - Offer special promotions or discounts to celebrate these occasions. 🔷 Provide Exceptional Customer Service: - Go above and beyond in resolving issues promptly and effectively. - Proactively address potential problems before they become significant concerns. 🔷 Ask for Feedback and Act on It: - Seek feedback on your products and services. - Act on constructive criticism to demonstrate your commitment to improvement. 🔷 Educational Resources: - Share valuable and relevant content, such as tips, guides, or tutorials, to help customers maximize the use of your products or services. - Position yourself as a resource to support their success. 🔷 Surprise and Delight: - Occasionally surprise customers with unexpected perks, discounts, or gifts. 🔷 Stay Engaged on Social Media: - Interact with customers on social media platforms. - Respond promptly to comments, messages, and mentions, showing that you are actively engaged with your audience. 🔷 Create a Customer Advisory Board: - Invite key customers to join a customer advisory board to provide input on your products and services. - This not only shows appreciation but also demonstrates that their opinions matter. - If you want to create a customer community, start with a CAB. 🔷 Share Customer Success Stories: - Highlighting their achievements with your products/services can make them feel valued. 🔷 Conduct Exclusive Surveys or Focus Groups: - Involve select customers in surveys or focus groups to gather their opinions on new products or improvements. 🔷 Offer Flexibility and Customization: - Provide flexibility in your offerings to accommodate individual customer needs. - Customize solutions whenever possible to meet specific requirements. 🔷 Create a Customer-Centric Culture: - Ensure that all employees understand the importance of customer satisfaction. - Everyone in the organization is committed to exceeding customer expectations.

Leading Extraordinary Customer Service in 2024 Leadership is the crucial factor in elevating average customer service into exceptional customer service. Here's how leaders can do that: Empower Employees: Give your team the authority to make customer-focused decisions without higher-up approval. Define their limits in terms of time and money, fostering a sense of ownership and willingness to go above and beyond for customers. Exemplify Behavior: Lead by example in creating a customer-centric culture. Demonstrate the importance of customer service in every action and interaction, ensuring a service mindset pervades your organization. Enhance Training: Go beyond basic training. Equip customer service representatives with advanced skills in understanding human behavior, asking the right questions, and taking effective actions. Skilled employees are motivated employees. Utilize Feedback: Actively gather and use customer feedback to drive improvements. Ensure the process is customer-friendly and not burdensome. Personalize Interactions: Strive for personal connections with customers. Treat them as individuals, not numbers, by understanding and addressing their specific needs. Leverage Technology: Use technology to improve service efficiency and effectiveness, but avoid letting it hinder personal service. Implement tools like CRM systems, chatbots, and data analytics strategically. Reward Excellence: Acknowledge and reward those who provide outstanding service. This not only motivates them but also inspires the entire team. Communicate Clearly: Maintain clear, consistent communication within your team and with customers. This aligns with the principle of effective communication central to your teachings. Convert Complaints: You can do more than address complaints; you can convert them into commitment. Address complaints promptly and effectively. Show customers they are valued through efficient resolution, turning challenges into opportunities for growth. Continuously Improve: Regularly review and enhance customer service processes. Encourage brainstorming sessions to find new ways to enrich the customer experience. By implementing these strategies, rooted in leadership principles, you can transform customer service into an extraordinary experience for your customers. #marksanborn #customerservice #leadingservice #cex #keynotespeaker #leadershipspeaker #2024

Not a lot of businesses are recognizing the power of Change Management as a vehicle for enhancing customer experience efforts. Here's how to unlock the power of change management principles in the context of CX. 🎯 Understanding Customer Needs Before initiating any change, you must have a deep understanding of what your customers really want. Utilize data analytics, behavioral data, operational and financial data, customer interviews, surveys, market dynamics, competitive information, and other signals to assess and understand needs. 🤝 Aligning Objectives Leadership Alignment: Ensure that your leadership is onboard and committed to customer experience improvement. Stakeholder Involvement: Involve the frontline employees who interact with customers daily to contribute to the decision-making process. 🗓️ Planning Identify Key Changes: Prioritize which areas require change based on customer feedback and business metrics. Set Targets: Establish measurable KPIs to gauge the success of the changes you plan to implement. These should be business- and customer-driven metrics. Don't make this a metric like "increase OSAT from X to Y." 📣 Communication Internal Communication: Clearly communicate the why and the how to all internal stakeholders. This should include executives, directly impacted employees, and the broader line of business. Tailor it to the stakeholder. Customer Communication: Be transparent with customers about what changes to expect and how they will benefit. Keep them up to date on progress. 🛠️ Implementation Pilot Testing: Conduct a small-scale test of the changes to assess their effectiveness. Feedback Loop: Gather continuous feedback from customers and employees throughout the implementation process. 📊 Evaluation and Adaptation Assess Impact: Examine metrics regularly to determine whether the changes are having the intended impact. Iterate: Use data-driven insights to make necessary adjustments. 🚀 Sustaining Changes Training: Continuously train your team to adapt to new changes. Feedback Mechanisms: Keep the dialogue open with customers and employees for sustainable improvements. 👩💻 Leveraging Technology 👨💻 Data Analytics: Use analytics to pinpoint improvement areas. Communication Platforms: Use tools like Slack or Teams for internal communication. Automation: Implement bots for routine tasks. CRM Systems: Manage customer relationships digitally to gain insights. 💡 Involve Employees Effectively Employees are the face of your customer service. Include them in planning, provide training opportunities, establish regular feedback forums, and reward those who contribute to customer experience improvements. Have you applied change management principles to enhance the customer experience in your organization? What worked for you? What didn't work for you? #ChangeManagement #CustomerExperience #Leadership #DataAnalytics #EmployeeEngagement #Technology

86% of Marketers Say a Connected Customer Journey is Crucial – Is Your Company Falling Short? We all know that understanding the customer journey is crucial for business success. However, there are some often-overlooked elements that can make or break the customer experience. Here are a few key areas that need your attention: 1. Sales Process Clear Communication: Ensure your sales team provides clear and transparent information. Ambiguity can lead to confusion and lost trust. Seamless Handover: Smooth transitions between sales and other departments (e.g., customer success) ensure the customer feels supported throughout the journey. 2. Invoices, Contracts, and Payments Simplified Invoicing: Complicated invoices can frustrate customers. Make sure your invoicing process is straightforward and easy to understand. Transparent Contracts: Ensure that contracts are clear, concise, and free of jargon. Customers should know exactly what they are signing. Efficient Payment Process: Offer multiple payment options and ensure the payment process is quick and hassle-free. 3. Renewal Signing Process Proactive Communication: Don’t wait until the last minute to discuss renewals. Start the conversation early and address any concerns the customer may have. Value Demonstration: Continuously demonstrate the value your product or service provides to make the renewal decision easier for the customer. Streamlined Renewal: Make the renewal process as simple as possible. Avoid unnecessary steps and paperwork. Tips for Intentionally Planning the Customer Journey Map Every Touchpoint: Identify and map out every interaction a customer has with your brand, from initial contact through to renewal or re-engagement. Gather Feedback Continuously: Regularly collect feedback at various stages of the customer journey. Use surveys, interviews, and direct conversations to understand their experience. Integrate Departments: Ensure all departments (sales, marketing, customer success, finance) collaborate and share insights. This integration helps in providing a seamless experience. Address Pain Points: Identify common pain points and proactively address them. This could include improving your onboarding process or simplifying contract terms. Use Technology: Leverage CRM systems and other technology to track the customer journey and gather data that can be used to enhance the experience. By intentionally planning and addressing these often-missed elements, you can create a smoother, more satisfying experience for your customers. Remember, every interaction counts! Is your company falling short in providing a connected customer journey? Share your thoughts in the comments below!

Good customer service isn't enough. You need a great customer experience. Oftentimes, we think the sale is the most important thing and we lose sight of the person in front of us. Every experience you give sets the tone for the future.  If it’s exceptional, they'll come back feeling like a millionaire. If it’s not, they might not come back at all. Here's how you and your team can create a client journey that wins trust: 1. Recognize the Lead. ↳ They could be a follower, commenter, or a passerby. ↳ Make them feel special before they even think about buying.  2. Be Willing to Educate. ↳ Don't just tell people you can help them, show them. ↳ Share as much knowledge about what you do as you can. 3. Experience is Everything. ↳ Memorable interactions can be made in the smallest ways. ↳ A bakery I love gives pastries to new customers, just to say hi! 4. The Sale Isn't Always Right Away. ↳ Sometimes it's just not the right time for somebody. ↳ Don't force it. They'll come back to you when they're ready. 5. Stay in the Loop ↳ Most businesses lose leads in the in-between. ↳ Check in with email lists and stay active on social media. 6. Prove Outcomes Before the Sale ↳ You can't just rely on promises or reputation. ↳ Answer questions, walk through processes. Show how you can help. 7. Build for the Long Haul ↳ Tell them about the results long-term customers have had. ↳ Get them excited about milestones and what they can expect. 8. Don't Underestimate Personalization ↳ People resonate when they feel seen.  ↳ Small freebies or personalized discounts go a long way.  The client journey is your strongest sales tool.  When you nail it, they stay for the long haul. What's one way you made a customer feel special today? ________________ ♻️ Repost to pass this along to folks who'd appreciate it! ➕ If you like what I share, go ahead and follow Lise Kuecker!

I was at a conference in Singapore called Token 2049 this past week. One of the things that stood out to me was the 5 ways Asia is providing exceptional customer service. Here are the 5 lessons that I learned in my recent week-long trip to Singapore. 1.Service with a Smile 😀 : The First Impression From the moment I arrived at Changi Airport, often considered one of the world's best airports, I was greeted with warmth and enthusiasm. The customs and immigration officers welcomed travelers with smiles, making the usually tedious process a breeze. It was evident that these individuals took pride in their roles, understanding the importance of creating a positive first impression for visitors. 2. Hospitality Beyond Expectations 🛌 : In Hotels and Restaurants The exceptional service extended beyond the airport. My hotel stay was marked by impeccable attention to detail. The staff anticipated my needs, from providing recommendations for local attractions to ensuring my room was a sanctuary of comfort. Every interaction, whether at the concierge or in the hotel restaurant, felt genuine and personalized. Dining experiences in Singapore were equally remarkable. The waitstaff in local eateries and upscale restaurants alike were attentive and knowledgeable about the menu. They not only served delicious food but also offered insights into the culinary heritage of each dish, enriching the dining experience. 3. Efficiency and Technology 👈 : A Seamless Experience One aspect of customer service that stood out was the seamless integration of technology. Whether it was ordering a ride through a ride-sharing app or using digital menus at restaurants, technology was harnessed to enhance efficiency while maintaining a personal touch. It was refreshing to see how technology complemented, rather than replaced, the human element of service. 4. Cultural Sensitivity 🕺 : A Lesson in Inclusivity Singapore's diverse population and status as a global business hub have cultivated a culture of inclusivity and respect. Service providers showed remarkable cultural sensitivity, making guests from different backgrounds feel welcomed and valued. It was a testament to the power of understanding and celebrating diversity. 5. A Commitment to Excellence: What We Can Learn My experience in Singapore reaffirmed my belief that exceptional customer service is not an exception but a choice. It's a choice made by individuals and organizations to go above and beyond in meeting the needs of customers. It's about valuing each customer as a unique individual and striving to exceed their expectations. As I return from my trip, this experience will serve as a reminder that exceptional customer service is not confined to a specific region; it can be achieved anywhere when there is a genuine desire to make a positive impact on people's lives.

Reflecting on a recent lesson learned by my Digital Success team, while companies traditionally concentrate on managing customer intake primarily for support, there's immense value in expanding this focus to encompass all go-to-market teams. Recently, we launched an intake process for our unnamed customer success segments, and in doing so, we were inundated with requests unrelated to success and queries spanning sales and renewals. Instead of stopping there, we decided: why not provide a single platform for customers to address all their inquiries across all teams? Consequently, we expanded intake to include renewals and sales, enabling customers to choose from a menu of options to get help. Here are the advantages of adopting such a strategy: 🔔 Deeper Insight into Customer Needs: Broadening intake across all GTM teams provides a holistic view of customer needs throughout their journey. By allowing customers to tell us what they need, we are informing our roadmap for new areas of automation or digitization.  📌 Clarity in Team Responsibilities: Defining roles and responsibilities across multiple teams can be challenging. By integrating intake processes across all GTM functions, leaders facilitate clearer task delineation, thereby enhancing efficiency and accountability.  🔑 Consistency in Customer Experience: Consistency is the cornerstone of exceptional customer experience. Standardizing intake processes across all GTM teams guarantees that every customer interaction receives consistent attention and care, irrespective of the touchpoint or channel used. Not only that but it gives the customer a consistent place to request help no matter which team they need that help from. Take note, there are challenges to this strategy that are equally important: 1️⃣ Routing: Ensuring that tickets are routed to the appropriate system for each team is essential. We do not want teams operating out of multiple systems or things will get lost and therefore not addressed. 2️⃣ Audit: Regular auditing of incoming tickets and timely responses is crucial. If you are going to open up an intake channel for customers you need to ensure you are responding to all incoming tickets and requests.  3️⃣ Data Analysis: Periodically review the types of tickets received, understand if customers are exploring different avenues to address pain points, and identifying areas for digitization or self-service options that are vital for continually improving the customer experience. #customerintake #digitalsuccess #cxstrategy #customersuccess #innovation