“Ok, but how do we do this?” offering training, reinforcing this pillar in different ways, ensuring tools for the team to provide good service.
Show them that they need to understand the customer journey and solve problems masterfully.
Know who you are trying to retain
Trying to offer a good experience to people you don't know seems pointless, right? That's exactly it.
Know the service channels they use most;
How do you prefer to use your products;
What do they expect from your solution;
These are some of the points you should consider.
A satisfaction survey can change your reality
It is impossible for us to improve customer experience russian whatsapp number without knowing what people think of your company.
To measure this result, simply carry out a survey using the Net Promoter Score. It is useful because it helps you discover the percentage of detractors, neutrals and promoters.
“But what data will I have after this process?” We will explain the meaning of each term.
Detractors: people who will speak badly of your company and have not had a positive experience with you.
Neutral: They are not loyal to your brand, but they also don't speak badly of you.
Promoters: this is your goal, because they like you, buy your product several times, recommend it to friends and acquaintances, and even praise you on social media.
And most importantly: to find out the percentage of each of them, ask the following question “from 0 to 10, how likely are you to recommend our company to friends and acquaintances?”
0 to 6 detractor.
7 to 8 neutral.
9 to 10 promoter.
Streamline processes
Leaving customers waiting in line for an hour to be served does not help the customer experience, it only increases the number of detractors.
Seek to streamline processes, invest in technologies that help you provide service, such as a chatbot.