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Tips to Improve Customer Service Experience

June 26, 2012 | Comments: 0 | Views: 169

Customers Are Going Mobile

Businesses such as doctors, hair salons and cafes who have queues during their peak hours will notice that the majority of their waiting customers are using their smartphones as they wait.

This is an opportunity to engage these customers - on their terms, on their beloved smartphones.

The Story Gets Better

The Big Guys are getting in on this space. Google+ Local is moving very fast since its launch on 30 May 2012. A mere two weeks later (14 Jun 2012), Yelp announced a partnership with Bing to compete against the Google-Zagat ratings.

Local businesses should definitely move quickly to claim their presence in those valuable local search solutions.

Potential Threat

The cynical view is that your loyal customers are now more likely to explore their options. With the ability to conveniently search for information and read reviews on their smartphones, they may very well bring their business someplace else.

Would these customers be seduced to pick a new favorite?

The Human Touch

The fact is that a Yelp review or a Google+ listing, while informative, is just a wall of emotionless text and images. More accurately, it's a third-person attempt to convey the actual customer experience, which will not always be accurate.

In this sense, a small business has the advantage -- they have loyal customers who have a connection to the business. They can control the first person experience.

Sure, there will be days when service slips a little (pissing off some person on the Internet), but loyal customers know better, and consistently good service will always mean enthusiastic customers waiting to patronise the business.

But like all things, this doesn't happen automatically. What would you proactively do to retain these loyal customers?

The answer lies with your customers. We'd encourage any business to interview a few of their regular customers about their experience.

Examples of revealing questions are:

  1. What do they like about your product or service?
  2. What do they not like about your product or service?
  3. How to they feel about the friendliness of your staff?
  4. How long do they have to wait to be served?
  5. Would they recommend their friends to your business?
  6. Know the areas your customers like and dislike. Improve on or fix the right areas.

Limitation of Customer Interviews

Of course, getting to know your customers is one thing, but then there is what every business fears the most: the people who walk away before ever becoming customers.

Areas to consider are:

  1. The length of the line of waiting customers.
  2. Negative word-of-mouth about your business due to a potentially lacking area of your service.
  3. The reach of your marketing and promotion.

Such areas are often impactful, but hard to pinpoint from a business owner's perspective.

New Software Solutions Come to the Rescue There is a new category of cloud software that are used with mobile apps for customer service improvement initiatives. They are affordable, easy to implement and practically risk free.

Continuous improvement of your customer service is the sure way of ensuring a healthy business in good times and in bad.

There is only one way to do this: make customers happy -- one customer at a time.

About Qender Mobile Queue

Learn more at

Or just dive in. Download the app from and explore. Sign up for a free customer account or a free merchant trial account from the app itself.

Source: EzineArticles
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Loyal Customers

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