Do Your Customers Feel Valued?
This month we've been discussing the importance of knowing your customers. We've looked at how to identify frustrations and how to be proactive in dealing with frustrations. Last week we touched on an important piece of your customer service, which is that your customers want to know that they are valued.
This week we want to challenge you to define what that looks and feels like. If you don't have one already, consider creating a customer promise or a value statement that outlines what your customers should experience as part of your business. If you already have these documents, pull them out and see if they are still relevant or need to be refreshed.
Ask yourself and your employees, do we live up to these promises and values? If not, identify the areas where you have the opportunity to make your customers feel valued. If you feel that you already do this, take it to the next level and look for additional opportunities to make the customers feel valued. Have an open brainstorming session with your employees to identify opportunities.
Always remember that customers' feeling valued is a moving target. What you do for them today will eventually become status quo and there will always be a competitor that is trying to wow them away from your business.