Customer – oriented thinking and acting-who doesn’t want it?

The customer, of course, is first and foremost closely followed by the company, which stands to its corporate vision and not only makes empty promises. Just, what exactly does that mean? Listening sincerely to the customer and giving him the feeling of being understood may be the easiest and most logical goal and is nevertheless the greatest hurdle. In the end, we only feel really welcome at the company where our own opinion is taken seriously and wishes are taken seriously. If one can create an equal and trustworthy Basis together with the customer, constantly changing expectations are no longer an unpleasant obstacle. The customer compares his expectations with his actual experience and assesses the quality of service of a company.

how do I remain faithful to the human Element?

The first impressions of the customers can be divided into three groups, i.e., the performance of the company is lower than expected, it corresponds to the expectations of the customer, or it is higher than expected. The latter “Ah-ha Moment” must be achieved as often as possible in order to avoid damage. Satisfied customers are the same name for more customer loyalty and increased sales or contracts. This also has the advantage that your company can enforce any increases in fees without any negative consequences. In addition, savings in advertising costs can be expected, since the customer makes recommendations and thus brings new customers or perhaps one or the other still undecided, on board. In the end, this also means a secure workplace.

More customers mean higher revenue, and the employees themselves drive these dynamics. Friction points between the two parties must therefore be kept at bay and the employees more able to achieve a higher customer satisfaction. However, not only the voice of the customer, but also the voice of the employees count in every respect, since both parties can usually provide precise information on the stages in which the customer experiences unpleasant situations. The neutral view “from the outside” is probably the most important aspect for the desired structure.

how do I achieve more interaction and less reaction?

Bad customer experience can be so devastating that any benevolence comes too late. Whether the customer loses his faith and trust in my company is ultimately in the hands of the employees. For the customer friendly Service and humanity include: the employees are the key to more interaction and less response. Fortunately, according to the survey, more than half of all customers see improvement opportunities in terms of customer experience. Happy, qualified and motivated employees create the coveted customer experience. And customers, in turn, bring the wanted turnover.

What to do if the phone is not standing still, more customers are already waiting and colleagues are under enormous Stress and time pressure? You will not get rid of the internal conflict, to professionally advise and answer questions, without losing a lot of time and to continue to convey the feeling of having everything under control. Instead of keeping track of the number of incoming calls, as a company, you should rather take a closer look at your solutions. The degree of freedom that employees are given to make decisions without the interference of the management, plays an important role.

how can I convince customers of my company?

The right design, pilot and implementation as well as the continuous striving to surpass one’s own processes are of course crucial for quality assurance. If the experience convinces and inspires, you have won the customer as a Fan. Fans like this remain loyal to the company, buy more, advertise their family and friends and thus double the recommendation rate, which results in much lower care costs. The planning, Organisation and control of all elements, which affect the rational and emotional customer experiences a brand, turns customers into brand ambassadors. For this reason, it is not often enough to stress how indispensable the Management of holistic customer experiences is for long-term business success.

The effective “Customer Experience Management” involves the art of binding the customer to his company in the long term. It must not be ignored that the decisions of a customer are not rational but emotionally controlled. The goal of every company is not only customer loyalty, but also the acquisition of new customers and improvement of sales and service strategies. The success is to identify and understand changing customer needs and to link them with relevant technological Trends.

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