Editor’s Note: This is a contributed post and does not necessarily reflect the advice, views, and opinions of the Editor. We do however endorse the message.
Over 90% of American consumers claim that the level of customer service a company offers is a make or break factor when deciding whether or not to use them. As a business owner, you have to make sure that your team is taking care of the needs customers have. The longer you allow low-quality customer service to persist, the harder you will find it to keep customers loyal.
Finding out about customer service problems early on is only possible if you are monitoring various key performance indicators. With the implementation of the right technology, adequately monitoring customer experience metrics will be easy. Below are some of the metrics you have to monitor if you want to stay one step ahead of customer service problems.
1. Customer Engagement Should Be Monitored
There is a huge difference between customers that make a single purchase from your company and customers who are engaged with your brand. Knowing how many customers are engaged by the brand messaging you offer is crucial when trying to assess how well your marketing efforts are paying off.
This engagement can be checked by looking at things like how often a particular customer communicates with your company and how long they stay on your website. The more you know about how well your website is performing, the easier it will be to make the right changes to this essential digital marketing tool.
2. Check Your Customer Effort Score
Regardless of how well you serve consumers, you will eventually encounter a customer who has problems with the products/services you provide. Making sure these customers can report and resolve their issues with your brand in a timely manner is crucial. The customer effort score (CES) allows you to assign a numeric value to this important metric.
By speaking with various customers, you can get an idea of just how difficult it was for them to contact a member of your staff and resolve issues with the brand. If you see that consumers are having a tough time resolving problems with your brand, you have to make changes to avoid damage to your company’s reputation.
3. Keeping Customer Acquisition Costs Low
Do you know how much money it takes to acquire new customers? If you answered no, now is the time to get information about this important metric. Your main goal should be keeping customer acquisition costs as low as possible. Accomplishing this goal will require the implementation of the right tools and the development of great initial offers for new customers. Tools like NICE inContact’s predictive dialer is essential when trying to make contacting potential customers simple and effective.
4. Keep a Close Eye on Customer Satisfaction
The only way to keep customers loyal is by providing them with top-notch service. Finding out more about how satisfied existing customers are with the service you provide is imperative. Not only will you need to call or email customers to find out about their experiences, you also need to take a look at the online reviews your company has received. If you notice a large number of negative reviews, you need to absorb the information found in these reviews and use it to alter your customer service strategy. Ignoring the need for changes after a long string of bad reviews will only lead to the loss of money and customers over time.
5. The Power of Social Listening
When trying to gain insight into how well your company is taking care of customers, participating in social listening is a must. This practice involves reading the social media reviews and comments your company is receiving from consumers. In most cases, social listening will provide you with a wealth of information about how well your team is performing.
It’s Time to Get to Work
Improving the customer experience your company provides is not easy. The time and effort invested in optimizing this part of your business will pay off in the end.