Companies like ESPN, Google, Facebook and Harley Davidson are a few trusted brands that are leaders in their respective industries. But, while these brands have established themselves in the top tier because of the excellent products and services they provide, according to an article written for Inc.com by Amy Buckner Chowdhry of experience research firm AnswerLab, a major contributor to their success is an unrelenting obsession with customer connection.
Considering the success enjoyed by the above mentioned companies based on analyzing and acting on customer feedback, Chowdhry suggests five corporate habits that could help other companies achieve similar success.
Interestingly, many of these habits can be optimized with the deployment of an excellent answering service.
For example, Chowdhry writes that companies would benefit from learning more about their users, especially by spending time speaking with top customers who patronize a business with the most meaningful frequency. However, for business owners already juggling so many other tasks, it may be difficult to set aside the kind of time needed to isolate important information from customers that could be leveraged to improve revenue.
But, by outsourcing this responsibility to an answering service, friendly and adaptable customer service representatives can be trained to spend more time conferring with top customers to see where business could be strengthened to improve the customer experience and differentiate from competitors.
The answering service could then relay a summary of such correspondences through email, text, fax or phone, or just as easily provide the full-length conversation in MP3 format to clients so it can be analyzed by business owners whenever the time is convenient.
This method of customer service ensures the highest volume of calls possible are processed, ultimately laying the framework for business owners to learn more about what their customers value most, and suggesting action protocols to adjust operations accordingly.