When it comes to taking care of your customers, it all starts with expectations: What level of service do they anticipate?
Because as we all know, customer service can make your business:
—Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand, according to the joint Nielsen-McKinsey venture NM Incite.
—Three out of four consumers have spent more with a business due to a history of good customer service, according to Ebiquity research.
Or break your business:
—95% of dissatisfied customers tell others about their bad experience, says Dimensional Research.
—It takes 12 positive customer experiences to make up for one negative experience, according to Parature.
So how will you under-promise, and over-deliver? By setting outstanding expectations from the get-go. In my newest lesson, I’ll share three examples that get to the crux of how setting the wrong expectations can be bad for business, and how to solve for them.
I want to hear your comments! How will these 3 Cs change how you interact with customers? How do you set the bar for outstanding expectations with your customers?