How to retain customers?
4/10/24
Refer: Hubspot blog - Customer Experience Fails
Author: Hubspot customer support rep - Clint Fontanella
The original article reviewed common customer experience failure cases experienced by several companies in recent years and discussed corresponding solutions.
This article combines the professional insights of dozens of senior customer managers contacted by the team at my end and refines and supplements these practical experiences. Here is the curated content
In the fierce modern business competition environment, customer experience has become a key factor for the success of enterprises.
However, some companies, whether they are growth-stage or mature large enterprises, make some mistakes in the management of customer experience. These mistakes not only diminish customer satisfaction, but can also have a negative impact on brand image and long-term development of the company.
This article will explore 10 common mistakes in customer experience management, so that businesses can better avoid these issues.
1. Overlooking the "customer first" principle
🙃 Problem：
Some employees may prioritize their own benefits over customer needs.
Placing sales targets above customer needs, promoting products or services customers do not want.
Responding hastily to customer requests just to quickly close tickets.
💡 Solution：
Consider customer satisfaction an important metric for company success.
Regularly conduct a service improvement review, quality is more important than the quantity of ticket handling.
2. Lack of dedicated customer service supervisor
🙃 Problem：
Lack of unified customer service management within the company.
Lack of communication and collaboration between departments, resulting in customers being bounced around between different departments.
Lack of unified service standards and processes, leading to uneven quality of service.
💡 Solution：
Establish a professional customer service team and appoint a dedicated person to manage it.
Develop unified service standards and processes, and train all employees.
3. Passive provision of customer service
🙃 Problem：
Services are only provided when customers raise issues.
Lack of proactive service, not actively communicating with customers to understand their needs.
A passive response when handling customer complaints, leading to inefficient problem-solving.
💡 Solution：
Actively identify customer needs and provide service support at key points such as product selection, ordering, and receiving.
Regularly communicate with customers after delivery to understand their feedback.
4. Setting unfulfillable expectations
🙃 Problem：
Exaggerated promises lead to customer disappointment and reduced brand trust.
The advertising exaggerates the performance of products or services.
Unfulfilled promises during after-sales service.
💡 Solution：
Before giving a promise, carefully assess one's own capabilities.
Communicate proactively with the customer and provide solutions when unable to fulfill a promise.
5. Data islands hinder information sharing
🙃 Problem：
Lack of data sharing between departments, affecting the continuity of customer experience.
Customers have to provide the same information repeatedly when interacting with different departments.
Being unable to acquire complete customer information leads to low service efficiency.
💡 Solution：
Break down data silos, establish a unified data platform, and share customer information within the company.
Establish data standards and norms to ensure the accuracy and consistency of data.
6. Generalizing customer needs
🙃 Problem：
Lack of personalized service, unable to meet the unique needs of customers.
Using the same service process and standard for all customers.
Unable to adjust according to customers' personalized needs.
💡 Solution：
Create customer personas, analyze customer characteristics and needs.
Offer differentiated services to different types of customers.
7. Long response time, low efficiency
🙃 Problem：
Typical scenario is email customer service - long response time leads to long customer waiting times and increases frustration.
Customers send emails to customer service, but the wait for response is too long.
After clarifying the issue, the wait for resolution is still too long.
💡 Solution：
Establish a knowledge base, and help customers self-solve common problems with the assistance of AI.
Provide instant service on multiple channels, such as hotlines, online chats, etc.
8. Limited customer service resources cannot meet demand
🙃 Problem：
Typical scene is telephone customer service - resource allocation is unreasonable, causing some customers to not receive timely service.
Insufficient customer service seats, leading to frequent busy signals or long waiting times.
Customer service personnel lack professional skills, cannot effectively solve customer problems.
💡 Solution：
Implement AI customer service, available 24/7 to respond to customer inquiries, and instantly solve most common issues.
Train customer service staff, or equip them with AI assistants, to improve their professional skills and service levels.
9. Excessive dependence on AI customer service, neglecting human oversight
🙃 Problem：
Letting AI customer service run free, failing to meet customer demands.
The knowledge provided to AI customer service is insufficient, it cannot effectively answer customer inquiries.
For sensitive matters involving money, such as returns, if AI does not transfer to human intervention in time, it can cause corporate losses.
💡 Solution：
Continuously train and update AI customer service to improve its problem-solving capability.
Combine AI customer service with human service to ensure the quality of resolution for sensitive issues.
10. AI customer service learning inaccurate knowledge
🙃 Problem：
AI customer service knowledge base is incomplete, leading to the provision of incorrect information to customers.
AI customer service cannot access the latest product and service information.
AI customer service does not understand customer professional terms.
💡 Solution：
Establish a communication mechanism between AI customer service and the product and service teams to timely access latest information.
Train AI customer service with professional knowledge to improve its ability to understand professional terms.
Conclusion
By checking these 10 common mistakes, businesses can further improve their customer service quality, helping establish stronger customer relations, enhancing customer satisfaction and loyalty, and promoting the sustained growth and success of the enterprise.
Refer: Hubspot blog - Customer Experience Fails
Author: Hubspot customer support rep - Clint Fontanella
The original article reviewed common customer experience failure cases experienced by several companies in recent years and discussed corresponding solutions.
This article combines the professional insights of dozens of senior customer managers contacted by the team at my end and refines and supplements these practical experiences. Here is the curated content
In the fierce modern business competition environment, customer experience has become a key factor for the success of enterprises.
However, some companies, whether they are growth-stage or mature large enterprises, make some mistakes in the management of customer experience. These mistakes not only diminish customer satisfaction, but can also have a negative impact on brand image and long-term development of the company.
This article will explore 10 common mistakes in customer experience management, so that businesses can better avoid these issues.
1. Overlooking the "customer first" principle
🙃 Problem：
Some employees may prioritize their own benefits over customer needs.
Placing sales targets above customer needs, promoting products or services customers do not want.
Responding hastily to customer requests just to quickly close tickets.
💡 Solution：
Consider customer satisfaction an important metric for company success.
Regularly conduct a service improvement review, quality is more important than the quantity of ticket handling.
2. Lack of dedicated customer service supervisor
🙃 Problem：
Lack of unified customer service management within the company.
Lack of communication and collaboration between departments, resulting in customers being bounced around between different departments.
Lack of unified service standards and processes, leading to uneven quality of service.
💡 Solution：
Establish a professional customer service team and appoint a dedicated person to manage it.
Develop unified service standards and processes, and train all employees.
3. Passive provision of customer service
🙃 Problem：
Services are only provided when customers raise issues.
Lack of proactive service, not actively communicating with customers to understand their needs.
A passive response when handling customer complaints, leading to inefficient problem-solving.
💡 Solution：
Actively identify customer needs and provide service support at key points such as product selection, ordering, and receiving.
Regularly communicate with customers after delivery to understand their feedback.
4. Setting unfulfillable expectations
🙃 Problem：
Exaggerated promises lead to customer disappointment and reduced brand trust.
The advertising exaggerates the performance of products or services.
Unfulfilled promises during after-sales service.
💡 Solution：
Before giving a promise, carefully assess one's own capabilities.
Communicate proactively with the customer and provide solutions when unable to fulfill a promise.
5. Data islands hinder information sharing
🙃 Problem：
Lack of data sharing between departments, affecting the continuity of customer experience.
Customers have to provide the same information repeatedly when interacting with different departments.
Being unable to acquire complete customer information leads to low service efficiency.
💡 Solution：
Break down data silos, establish a unified data platform, and share customer information within the company.
Establish data standards and norms to ensure the accuracy and consistency of data.
6. Generalizing customer needs
🙃 Problem：
Lack of personalized service, unable to meet the unique needs of customers.
Using the same service process and standard for all customers.
Unable to adjust according to customers' personalized needs.
💡 Solution：
Create customer personas, analyze customer characteristics and needs.
Offer differentiated services to different types of customers.
7. Long response time, low efficiency
🙃 Problem：
Typical scenario is email customer service - long response time leads to long customer waiting times and increases frustration.
Customers send emails to customer service, but the wait for response is too long.
After clarifying the issue, the wait for resolution is still too long.
💡 Solution：
Establish a knowledge base, and help customers self-solve common problems with the assistance of AI.
Provide instant service on multiple channels, such as hotlines, online chats, etc.
8. Limited customer service resources cannot meet demand
🙃 Problem：
Typical scene is telephone customer service - resource allocation is unreasonable, causing some customers to not receive timely service.
Insufficient customer service seats, leading to frequent busy signals or long waiting times.
Customer service personnel lack professional skills, cannot effectively solve customer problems.
💡 Solution：
Implement AI customer service, available 24/7 to respond to customer inquiries, and instantly solve most common issues.
Train customer service staff, or equip them with AI assistants, to improve their professional skills and service levels.
9. Excessive dependence on AI customer service, neglecting human oversight
🙃 Problem：
Letting AI customer service run free, failing to meet customer demands.
The knowledge provided to AI customer service is insufficient, it cannot effectively answer customer inquiries.
For sensitive matters involving money, such as returns, if AI does not transfer to human intervention in time, it can cause corporate losses.
💡 Solution：
Continuously train and update AI customer service to improve its problem-solving capability.
Combine AI customer service with human service to ensure the quality of resolution for sensitive issues.
10. AI customer service learning inaccurate knowledge
🙃 Problem：
AI customer service knowledge base is incomplete, leading to the provision of incorrect information to customers.
AI customer service cannot access the latest product and service information.
AI customer service does not understand customer professional terms.
💡 Solution：
Establish a communication mechanism between AI customer service and the product and service teams to timely access latest information.
Train AI customer service with professional knowledge to improve its ability to understand professional terms.
Conclusion
By checking these 10 common mistakes, businesses can further improve their customer service quality, helping establish stronger customer relations, enhancing customer satisfaction and loyalty, and promoting the sustained growth and success of the enterprise.
Refer: Hubspot blog - Customer Experience Fails
Author: Hubspot customer support rep - Clint Fontanella
The original article reviewed common customer experience failure cases experienced by several companies in recent years and discussed corresponding solutions.
This article combines the professional insights of dozens of senior customer managers contacted by the team at my end and refines and supplements these practical experiences. Here is the curated content
In the fierce modern business competition environment, customer experience has become a key factor for the success of enterprises.
However, some companies, whether they are growth-stage or mature large enterprises, make some mistakes in the management of customer experience. These mistakes not only diminish customer satisfaction, but can also have a negative impact on brand image and long-term development of the company.
This article will explore 10 common mistakes in customer experience management, so that businesses can better avoid these issues.
1. Overlooking the "customer first" principle
🙃 Problem：
Some employees may prioritize their own benefits over customer needs.
Placing sales targets above customer needs, promoting products or services customers do not want.
Responding hastily to customer requests just to quickly close tickets.
💡 Solution：
Consider customer satisfaction an important metric for company success.
Regularly conduct a service improvement review, quality is more important than the quantity of ticket handling.
2. Lack of dedicated customer service supervisor
🙃 Problem：
Lack of unified customer service management within the company.
Lack of communication and collaboration between departments, resulting in customers being bounced around between different departments.
Lack of unified service standards and processes, leading to uneven quality of service.
💡 Solution：
Establish a professional customer service team and appoint a dedicated person to manage it.
Develop unified service standards and processes, and train all employees.
3. Passive provision of customer service
🙃 Problem：
Services are only provided when customers raise issues.
Lack of proactive service, not actively communicating with customers to understand their needs.
A passive response when handling customer complaints, leading to inefficient problem-solving.
💡 Solution：
Actively identify customer needs and provide service support at key points such as product selection, ordering, and receiving.
Regularly communicate with customers after delivery to understand their feedback.
4. Setting unfulfillable expectations
🙃 Problem：
Exaggerated promises lead to customer disappointment and reduced brand trust.
The advertising exaggerates the performance of products or services.
Unfulfilled promises during after-sales service.
💡 Solution：
Before giving a promise, carefully assess one's own capabilities.
Communicate proactively with the customer and provide solutions when unable to fulfill a promise.
5. Data islands hinder information sharing
🙃 Problem：
Lack of data sharing between departments, affecting the continuity of customer experience.
Customers have to provide the same information repeatedly when interacting with different departments.
Being unable to acquire complete customer information leads to low service efficiency.
💡 Solution：
Break down data silos, establish a unified data platform, and share customer information within the company.
Establish data standards and norms to ensure the accuracy and consistency of data.
6. Generalizing customer needs
🙃 Problem：
Lack of personalized service, unable to meet the unique needs of customers.
Using the same service process and standard for all customers.
Unable to adjust according to customers' personalized needs.
💡 Solution：
Create customer personas, analyze customer characteristics and needs.
Offer differentiated services to different types of customers.
7. Long response time, low efficiency
🙃 Problem：
Typical scenario is email customer service - long response time leads to long customer waiting times and increases frustration.
Customers send emails to customer service, but the wait for response is too long.
After clarifying the issue, the wait for resolution is still too long.
💡 Solution：
Establish a knowledge base, and help customers self-solve common problems with the assistance of AI.
Provide instant service on multiple channels, such as hotlines, online chats, etc.
8. Limited customer service resources cannot meet demand
🙃 Problem：
Typical scene is telephone customer service - resource allocation is unreasonable, causing some customers to not receive timely service.
Insufficient customer service seats, leading to frequent busy signals or long waiting times.
Customer service personnel lack professional skills, cannot effectively solve customer problems.
💡 Solution：
Implement AI customer service, available 24/7 to respond to customer inquiries, and instantly solve most common issues.
Train customer service staff, or equip them with AI assistants, to improve their professional skills and service levels.
9. Excessive dependence on AI customer service, neglecting human oversight
🙃 Problem：
Letting AI customer service run free, failing to meet customer demands.
The knowledge provided to AI customer service is insufficient, it cannot effectively answer customer inquiries.
For sensitive matters involving money, such as returns, if AI does not transfer to human intervention in time, it can cause corporate losses.
💡 Solution：
Continuously train and update AI customer service to improve its problem-solving capability.
Combine AI customer service with human service to ensure the quality of resolution for sensitive issues.
10. AI customer service learning inaccurate knowledge
🙃 Problem：
AI customer service knowledge base is incomplete, leading to the provision of incorrect information to customers.
AI customer service cannot access the latest product and service information.
AI customer service does not understand customer professional terms.
💡 Solution：
Establish a communication mechanism between AI customer service and the product and service teams to timely access latest information.
Train AI customer service with professional knowledge to improve its ability to understand professional terms.
Conclusion
By checking these 10 common mistakes, businesses can further improve their customer service quality, helping establish stronger customer relations, enhancing customer satisfaction and loyalty, and promoting the sustained growth and success of the enterprise.