Since the 1800s, the world has stood witness to 2 great middle-class expansions; we are living through the third. And according to a Reuters report by David Rohde, the middle class will have doubled in size by 2030, from the current 2 billion to 4.9 billion. What’s more, as this class continues to grow, it also gets more empowered, more confident, and more connected, further contributing to the growing customer demand experienced today. Long gone are the days when customer services were strictly reserved for office hours; today, courtesy of digital technology, customers can access their brand of choice through a plethora of platforms at any time of the day and with remarkable ease and speed too; leading to the emergence of the term ‘Omni-shoppers.’ From smartphones to tablets to a store visit, the Omni-shopper has indeed transformed customer service into a round-the-clock affair. Still, even with the increased ease and speed of communication, your business must provide a consistent customer experience if you want to out-maneuver your competitors. According to McKinsey’s report on the correlation between high-quality customer service and top-performing companies, consumers were found to trust organizations that were in the top quartile of delivering consistent customer service. The report further reveals that customer trust could also be monetized. By maximizing customer experience, companies could lift revenue b 15%, lower operational costs by 20% and increase customer satisfaction by 20%, a rather clear indication that consistency is the key to customer satisfaction.
3 Guaranteed Ways To Streamline Your Customer ServiceIt’s no doubt that every customer enters a business interaction with certain expectations. The problem only starts when your team is not on the same page. Below are some crucial points to facilitate consistency in the customer experience;
Work on your branding
Focus on Training
Promote a healthy working culture