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Making sure customers are happy has always been the key to successful business, and that’s even more
so today. With competitors around every corner of the globe, there’s always someone ready to steal your
customers if you’re not too careful. Capturing how your customers feel about your company and the
services you offer is essential if you want to deliver the kind of experience that people want to come
back for.
Ever heard of the typical business phrase that “the customer is always right” or “customer is king”? There are a lot of stories surrounding the fact that organizations and their representatives go to extreme lengths to address client issues and help satisfy them.
Today’s customer is a discerning and demanding soul. In a world where we can gather information on even the most obscure subjects at the touch of a button, consumers expect to receive all the details they need at their fingertips. Providing that information, along with building strong relationships with people and understanding how they shop, communicate and think is essential if you want to stay ahead of the competition and grow a network of loyal, satisfied customers.
It’s well over a decade since the world discovered Facebook, and there were other social media platforms before then (remember MySpace and Friends Reunited?) which were all about connecting people over the internet. Initially the focus was on getting in touch with long lost friends and family members, but it didn’t take long for businesses to recognise the considerable benefits that could be found from communicating with people online. Today, over 77%* of businesses use social media to stay in touch with their customers, so if you’re not already there now’s the time to get on board.
Most switched on business owners and Chief Executives know that happy employees are more productive; doesn’t take a rocket scientist to know that a workforce is disengaged and unmotivated they’re more likely to take sick days and underperform. But what many don’t realize is the important role that happy, employee engagement plays towards creating a positive customer experience too.
Human beings are funny creatures. We like to complain about things to our friends, but when presented with a survey we don’t always complete it honestly because it’s sometimes easier to just tick the “average” or “good” boxes and not come back.
There is an old saying that “When the Going Gets Tough the Tough Get Going” and experience has shown that the most successful organisations and individuals are those that recognise the risks and react most quickly to the changes in the environment. Those that hold off and hope for the best are usually those that come off worst.
Customer care is a make-or-break for most start-ups, particularly those in the goods and services sectors. Far too often start-ups believe the customer experience is something confined to the big boys and something the small guy can pay attention to much later when a certain level of success has been achieved. The reality is, it has to be built into the business plan from Day One, that’s if you’re determined to succeed in what is now becoming the Experience Economy.
With Star Wars: Episode VII – The Force Awakens set to debut in just a few days’ time, we couldn’t be more excited. The decades-old space saga is sure to send us on a new, fantastical adventure, complete with lessons on friendship, family and the Force (and of course, lightsaber duels).
Organisation will be only as successful as employees will make it. People have never had an opportunity to choose from as many jobs as now. It is great for individuals, but it also means that organisations have to face new challenges of retaining and motivating employees. Organisations could think that “there are enough professionals and they will find someone else instead”, but they also have to consider all the costs for hiring new employee – including interviewing, hiring, training, reduced productivity and of course visa and labour card expenses.