Your customer care strategy is nothing without evidence that proves its meeting your customers’ expectations. Many businesses, however, have trouble gaining insights about their customers’ expectations, and as a result important opportunities for improvement are missed.
According to an infographic from Sprinklr, titled “The Cost of Not Prioritizing Customer Experience,” 80 percent of companies believe they supply ‘superior experiences,’ despite the fact that only eight percent of customers say they actually receive ‘superior experiences.’
What’s more, only one percent of customers feel that vendors consistently meet their expectations. As you can see from the findings above, there’s a serious disconnect between what companies and customers think in terms of meeting and managing customer expectations.
So how can companies make sure that they are meeting customer expectations? Below are several ways in which contact center leaders can create a customer care strategy which not only meets, but exceeds their audience’s expectations:
Ask for feedback: Give your customers ample opportunities to provide feedback. Whether you distribute an annual quality of customer care survey or you simply encourage customers to share their feedback via more informal outlets, it’s important that you ask your audience how they feel about the service that you’re providing. After all, if you don’t ask, you won’t know.
Be transparent: Transparency is critical in effectively managing customer expectations. Customers want to know that they can put all of their trust in you. If a Communicator doesn’t know the right answer to a customer’s question, he or she should be open about consulting with other team members rather, than give the customer an empty promise— or worse the wrong answer.
Give clear timelines and meet them: If a customer calls in with a question that might require more time than usual to resolve, provide the customer with a clear timeline as to when he or she can expect the answer. More importantly, make sure that you complete the customer’s task within that amount of time.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.