Research shows that responsiveness is closely tied to a customer’s perception of good service. The advent of the internet, particularly social media platforms, has changed the customer’s perception of responsiveness. More and more, customers are coming to expect round-the-clock customer service. Additionally, customers now arrive at a website time-starved and eager to locate answers. Technology tools such as customers self-service, email management and live chat are proving increasingly critical in addressing the demanding customer’s responsiveness needs.
Action Step: Review all customer touch points and identify any area that produces a responsiveness bottleneck. Prioritize these areas, with highest priority given to those affecting the most customers. Put ongoing improvement processes in place to raise response standards.
Source: Griffin, Jill. Customer Loyalty: How To Earn It How To Keep It. 2002.
More Loyalty Countdown:
#12 – Store Your Data In One Centralized Database
#11 – Collaborate With Your Channel Partners
#10 – Give Your Front Line the Skills to Perform
#9 – Use Multiple Channels to Serve the Same Customers Well
#8 – Win Back Lost Customers
#7 – Know Your Customer’s Definition of Value
#6 – Get Responsive & Stay That Way
#5 – Aggressively Seek Out Customer Complaints
#4 – Serve First; Sell Second
#3 – Know Your Loyalty Stages & Ensure Your Customers Are Moving Through Them
#2 – Practice the 80/20 Rule
#1 – Build Staff Loyalty