In the hyper-competitive market today, exceptional Customer Service can prove to be the key differentiator for your organization. Enlightened business leaders have established that great customer service experience is just as important as their product or service. In fact, 86% of buyers are willing to pay more for better customer experience.
What is USP?
A Unique Selling Proposition or a Unique Value Proposition is the “It” factor that differentiates an organization from its competitors. Good customer service is not only an essential factor when fostering customer loyalty with repeat customers but also when attracting new customers through word-of-mouth. It could be a brilliant interface, extremely good pricing, or an outstanding customer service team. Your USP is not something you start with but something that is built with consistent work and constant measures of improvement.
Exceptional Customer Service Examples
1. Impeccable Response Time
Amazon’s mission is to be ‘Earth’s most customer-centric company’. They believe in not just responding to the customer, but in going the extra mile to understand their issues and do everything in their power to actually make a difference by providing the best customer service. They are open 24×7 through multiple channels like Chat, Email, Social Media, etc., and often enable sellers to cut average response times to half during Christmas, Black Friday seasons.
2. Customer-centric growth initiatives
Harbour Air is using the “Turbo Bot”, to serve loyal customers, helping them with planning their trip, manage bookings, and other FAQs. They are leveraging AI-based chatbot technology, to make the customer support more personal, provide options and choices to lead to take customer experience and guest satisfaction to the next level.
3. Tracking Trends
Jabra, the global audio equipment brand, chose to innovate their customer centers through Business Intelligence. Companies with too few agents lead to longer wait times and unhappy customers, which can irreparably damage a brand. Jabra leverages data to provide more efficient service to its customers by making data-driven demand predictions, enabling them to manage staff to support the fluctuating level of demand.
Exceptional Customer Service as your USP
Customer service representatives are the backbone of company growth. Customers strongly voice that what impacts their level of trust with a company, is its excellent customer service. But the same is true for a poor customer service story too. It’s a known fact that even with great pricing and a fantastic array of products and services, a Jabra or an Amazon is still remembered primarily for their service and the way they treat their customers.
It takes 12 positive experiences to make up for one unresolved negative experience – “Understanding Customers” by Ruby Newell-Legne
Conclusion
To create an excellent customer service culture in your organization, the focus has to be on the customer needs. The key is to start with the right people and empowering them to deliver extraordinary customer service. The customers will respond to the company’s positive culture and return as loyal customers. HappyFox has helped many companies deliver extraordinary customer service through our suite of products. Feel free to check out our page or talk to one of our specialists.
