Customer Service Strategy: Expert at Delivering 5-star experience

How to maximise customer retention

Picture this, you have a customer who's had an amazing experience with your company. They're so happy that they want to tell all their friends and family about it! This is the perfect opportunity for building deeper relationships as well as increasing sales by giving customers what makes them interested to come back again and again.

Every business should have a clear customer service strategy. It is one of the most effective ways to ensure that your customers are happy and loyal to your company. A well-designed effective customer service strategies can help you to connect with every customer, understand their needs and build a roadmap for your company based on their feedback.

What is a Customer Service Strategy?

A customer service strategy is a set of guidelines that determine how your business will interact with customers – both directly and via other channels such as social media. You should be developing customer service before you start selling products or services to customers so that you have clear guidelines about what your business aims to achieve for each customer interaction. A Customer Service Strategy includes how to create:

• Customer Loyalty - the goal is to create long-term relationships with clients by making them loyal advocates of our brand;
• Customer Satisfaction - the aim here is to provide service that meets or exceeds expectations in order for them to come back again and again;
• Customer Retention - this is the number of customers that you being on board that choose to stay on after initial their purchase/ sign up;
• Valuable Customer Feedback - listening to customer feedback helps businesses understand what customers want and need so that they can ensure they provide it in the right way, at the right time.

Benefits of a customer strategy: actionable steps

A comprehensive strategy to improve customer service combines customer experience insights with service-driven design to create an easy-to-follow strategy. This strategy can be used to guide an organisation in delivering service excellence.

However, businesses commonly struggle to design service strategy. There are many problems that they face while developing one, including lack of knowledge on how best to approach the process, understanding what exactly should be included in their plan and knowing what initiatives need implementing into daily business practices.

A common issue amongst companies trying new things is executing well enough so as not only to keep up with customer demands but actually being ahead of them- this can prove difficult when starting from scratch without any prior experience under your belt.

A clear customer service strategy is composed of steps that are simple to understand and quick to implement. It gives everyone in business a leading role when it comes to providing an exceptional customer experience.

A well-developed customer service strategy can provide many benefits for your business including increased sales, lower return rates, more referrals from satisfied customers and happier staff members.

By providing a great customer experience, you’re able to increase the number of customers who come back again and again because they like your business. This means that when there is an opportunity for them to buy another product or service from someone else - they will choose yours instead.

When customers are happy with the service they receive, it builds trust and loyalty between them and your business. This often results in customers not needing to return or complain about a purchase because they were satisfied with what they received.

A satisfied customer is likely to tell others about the great experience they had with your business. This can create new customers for your company without spending any additional money on marketing.

Happy and engaged employees are more likely to provide exceptional customer service. This means that you don’t have to worry about your customers leaving unsatisfied because chances are, the employee who helped them will go above and beyond to make sure they’re happy.

How to create a successful Customer Service Strategy

It's crucial to start by communicating customers' needs in a language that resonates with employees. Remove the jargon and concentrate on providing practical, actionable steps towards an outstanding customer experience. Set goals, measure progress.

Everyone deserves the chance to deliver outstanding customer service and be recognised for their efforts.

A comprehensive customer service strategies provides clear accountability for every department, team and employee, helping each member of staff understand exactly what their role is and how they can contribute to the customer experience.

An effective customer service strategy that clashes with the culture and organisational principles of a business can be a frustrating experience. So when creating a strategy, the focus should be on creating a unique solution that can be embedded with minimal disruption to the organisation and emphasises the core values of the company's culture.

When creating a customer service strategy, there are a few things to consider:

• Ensure customer satisfaction is the end goal - A customer service strategy should always be focused on the goal of making customers happy. If you make this your top priority, then everything else will fall into place.
• Identify all customer touchpoints - A customer service strategy should identify all the customer touchpoints where a customer interacts with your business. This could be anything from online chats and phone calls to social media and in-person interactions.
• Set plans for customer service - A customer service strategy should have plans for how your business will handle different situations. This includes a plan for how you will deal with angry or unhappy customers, as well as how you will resolve any complaints.
• Set customer service KPIs to monitor - A customer service strategy should include key performance indicators for how well your business is doing with its customers. These KPIs can be used to measure the success of your customer service efforts and make improvements where needed.
• Get a guided customer service team - A customer service strategy is not something that can be put in place and forgotten. Have a customer service team that can keep track of things and make adjustments as needed.
• Build a strong customer service toolkit - A customer service strategy should include a strong toolkit that employees can use to provide great customer service. This might include things like learning tools, help for answering inquiries, training materials, scripts for phone and email conversations, as well as complaint response templates.
• Provide the proper authority to your customer service representatives - Sometimes, customers need to speak with someone who has the authority to help them. Make sure that your customer service representatives have the power to make decisions and help solve problems. The best way to provide exceptional customer service is by empowering your employees with the tools they need to succeed.
• Have a uniform feedback loop - A customer service strategy should have a way to get feedback from customers so that you can track the effectiveness of your efforts and make changes where needed.

Creating a customer service strategy can seem daunting, but it's important to remember that the goal is always to make customers happy.

Optus customer service strategy successes

Optus knows the value of clear communication, so they came to us with the singular aim of opening a rewarding dialogue with their customers and placing them at the heart of a digitally focused customer experience that would cement Optus' reputation as Australia's most loved and recommended service brand.

To keep pace with the changing expectations of their customer base, Optus needed a Customer Service Strategy that was agile and reactive, a comprehensive toolset that would allow them to adapt organically to evolving customer needs and the design of employee experience to drive the cultural change.