Driving Customer Service that Fosters Brand Loyalty

“The goal as a company is to have customer service that is not just the best but legendary.”

-Sam Walton, Founder of Wal-Mart

customer service

Customer Service, as Mr. Walton sees it, must be married  with corporate objectives and the bottom line. I would be inclined to agree.

The customer experience is certainly becoming (or already is) the next competitive battleground or playing field.

Fortunately for Zmags, we have always seen the customer experience as the way to foster brand loyalty and we pride ourselves on the service any of our customers will receive when they interact with our team.

Ultimately, if our customers are successful we are successful. So it’s essential to partner with them, support them, and learn from them to drive us forward from both a service and product standpoint.

We benefit from the word of mouth that a “wow” customer experience provokes and we learn from any negative experiences to improve the customer service throughout the organization.

The bottom line, especially when we compare our services to our competitive landscape, is that offering a fantastic customer service not only supports the product offering but can in essence be a standalone product itself.  Meeting expectation is easy; exceeding it is what will ensure that you stand out and have a competitive advantage.  Our key drivers are to provide a customer experience that exceeds expectation, to measure & learn from it, and to communicate both back to the customer and the organization.

Providing a Customer Service

Measure

  • Net Promoter Score – great way to measure not only your service but how likely this service is to positively or negatively impact the business
  • Irritant Matrix – Make sure that Support Tickets and feedback is measured and acted upon in the right way.

Communicate

  • Surveys – Feedback, feedback, feedback! Ask your customers for honest feedback and reward them for it.
  • Always close the loop – respond to all feedback with gratitude and an action plan
  • Beta Programs – Involve your customers in new product developments; they know the product well and love to feel part of the journey.

 

You may be competing in terms of Price, Product, Place & Promotion but you’ll be nowhere without a Perfect Service.

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Daniel Fincham
Director, Global Customer Service & Success