Three Ways to Improve Your Customer Experience Today

posted by Jackie Schmid on Monday, October 05, 2015 in Unified Communications and IT Blog

By now, you’ve probably heard all of the reasons a great customer experience is so important. If you haven’t, or want a refresher, check out this infographic from Zendesk on Why Companies Should Invest in the Customer Experience.

The stat that sticks out most to me is that 82% of people have stopped doing business with a company due to a bad customer service.

You know the why, but what can you do to ensure you aren’t lagging behind? Here are three incremental step to improve your customers’ experience.

1. Simplify your automated attendant



Better yet, get rid of your auto attendant. Have you ever called to get help, listened to the entire menu of options and discovered the option you need isn’t there? If you can’t manage without your auto attendant, only give customers one or two options to get them to a live voice as soon as possible.

2. Answer the phone in a friendly way



When that voice answers they better be friendly and helpful. Make sure every person answering your phones knows the importance and value each customer has to the profitability of your company. A quick tip we give our Account Support Reps is to answer the phone with a smile – customers can hear that.

3. Ask how you are doing



Many times customers won’t proactively tell you they’ve had a bad experience. An anonymous survey with a few simple questions may uncover issues that can be addressed. Apps like Client Heartbeat and Clicktools give you instant feedback so you can take instant action.

Keep your customers for a lifetime with diligent and thoughtful service. Find greater success by using these three tips to improve your customers’ service experience.

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About The Author

Jackie Schmid is the Director of Strategic Marketing of the Unified Communications & IT Group at GreatAmerica Financial Services located in Cedar Rapids, Iowa. Jackie is responsible for building brand awareness and gaining strategic relationships through creative marketing. Prior to joining GreatAmerica, Jackie worked in the TV News industry as a producer and executive producer at the local CBS and FOX stations where she helped shape the programs delivered to the market. Jackie’s finance career began in 2011 when she joined GreatAmerica to support the sales team serving the Office Equipment space.

  1. culture
  2. customer service
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