3 Simple Habits Which Promote A Great Customer Experience
By: Jeanette Stevens
“Organizations that lead in CX outperformed laggards on the S&P 500 index by nearly 80%. They retain higher share of wallet and have customers that are seven times more likely to purchase more from the company, eight times more likely to try other products or services, and fifteen times more likely to spread positive word of mouth”. (Qualtrics)
Start Here: Update your CRM or data management tool to keep the information in it fresh.
A good CRM system like: Salesforce, Zoho and HubSpot (to name a few) are databases which store valuable contact and customer information. That information can be used as conversation starters, resolution touch points, and all-around relationship building and maintenance material.
Building quality customer relationships and ultimately a great customer experience is all about communication and staying in contact with the customer. Understanding pain points and resolving them. By developing good follow-up habits the conversations that you have with your accounts will be informed and focused on specific customer need.
Good Follow-up Habits:
Ø New Business Done Right: You cannot simply win the business and wait for the customer to contact you in the event of an issue, reach out to your customer contact, schedule time to set up a brief call for a product review.
Ø Account Review & Upsell Potential: At least once per month schedule brief training sessions for problem resolution and to roll out new products and features. You can get this information from touchpoints already in your CRM.
Ø Reporting & Analytics: Make sure to get the data, conversations should also be as factual as possible. Showcase with the data how well the account is going.
Remember to always treat your customer accounts with respect. Be proactive, stay attentive, follow-up at least once or twice per month and you’ll develop great CX habits which could ultimately earn you a customer for the long haul!
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