Some believe that you can earn loyalty by ‘delighting’ customers. Some say a ‘positive emotional experience’ works best. Others say we shouldn’t use the term loyalty at all, because it’s misleading, and no-one can ever really be ‘loyal’ to a brand anyway. Is the truth out there?
When you join The ROBIN Program, one of the first things our Expert Coaches do is introduce you to our ‘Three Principles of Great Customer Service’.
Traditional ticketing systems first route all incoming customer questions to a queue, then they send them on to an agent. These help desk systems turn questions into tickets and people into numbers. They also silo people and channels, preventing your team from offering an effortless service experience.
According to PwC's Future of Customer Experience report, 32% of customers will leave a brand after just one bad experience. Even when they love your brand, 59% will walk away after two bad experiences.
Knowing this, the first thing you would expect retail brands to do is to start getting their customer service house in order ... wouldn’t you? After all, customer service is the department most likely to make the quickest, most positive impact, on your CX — and prevent up to 70% of customers from leaving along the way. Sound too good to be true? Let’s see.
As the saying goes: ‘you can lead or you can follow’.
As it turns out, you can do both. And, in fact, there is a lot of evidence that executives who do both guide their organisations to better serve their customers.
Conflicts can’t be avoided, but they can be managed with agility and grace.
As the seminal Harvard Business Review article ‘Stop Trying to Delight Your Customers’ showed, while people buy from you because of your product or brand, people most often leave because of poor customer service.
This is why conflict resolution skills are some of the most fundamental skills for every customer service team.
