Featured Product
This Week in Quality Digest Live
Customer Care Features
Michael King
Augmenting and empowering life-science professionals
Meg Sinclair
100% real, 100% anonymized, 100% scary
Mike Figliuolo
The customer isn’t always right
Alonso Diaz
Consulting the FDA’s Case for Quality program
Mike Figliuolo
Focus on solving defined problems and increase your chances of market adoption

More Features

Customer Care News
For companies using TLS 1.3 while performing required audits on incoming internet traffic
Accelerates service and drives manufacturing profitability
Providing pipeline integrity with remote monitoring
Integrated energy services enhance customer experience
Empowers real-time remote monitoring and technical support
Latest features enhance complex BOM generation and customer experiences
New video in the NIST ‘Heroes’ series
A tool to help detect sinister email

More News

Mona Rhodes

Customer Care

What Are the Markers of Excellent Customer Service in 2022?

Consistency is the key

Published: Wednesday, September 7, 2022 - 11:02

Standards of customer service rose in 2022, and your business needs to keep up if you want to be successful in the digital age. Each customer interaction is crucial, especially since PWC revealed that 32 percent of customers will stop doing business with a brand when they experience poor service. It’s certainly easy for customers to switch brands, which is why customer service plays a crucial role in maintaining brand loyalty.

If you want your business to succeed this year, you need to meet the following markers of excellent customer service.

Develop best practices for your customer experience

Consistency is the key, especially if you want to impress your customers and maintain their loyalty.

You can't master best practices overnight, though. That’s why certified trainer Ted Theyerl recommends that your company experiment with practices to check if they’re effective with your customers. Manufacturing businesses can start by establishing communication channels across social media and their websites so that they can provide real-time support for concerned or interested consumers. By experimenting with these customer communication channels, you can gauge whether they’re appropriate standard practices or should be adjusted to find the very best policy for your business.

Standardize processes using technologies

Businesses usually invest in advanced technologies for their manufacturing processes. But in 2022, businesses also need innovations that can improve their customer service and experience.

In fact, an article on Logistics Customer Services emphasizes that advanced technologies can reduce any confusion, ambiguity, and inefficiency that may disappoint customers. Automation tools like ShipStation send tracking information and proof of delivery so customers can receive updates about the products that they’ve purchased.

You can also maintain a relationship with your customer base by using email automation services like Klaviyo for sending discounts and newsletters. Thanks to these automated processes, clients can enjoy a consistent customer service experience from your business.

Provide channels for customer feedback

Your best practices can help you develop consistency, but you can also learn a thing or two from your competition.

There are methods companies can employ for consistent, excellent service, and many companies have improved their work even further. LHH highlighted Alaska Airlines’ great customer service during the Covid-19 pandemic. Though airline businesses have gone through the wringer during the past few years, the company was able to boost its customer service score by 11 points because they invested in a feedback loop for customers.

Similarly, investing in website feedback widgets, chatbots, and even email contact forms can make it easier for your customers to contact you regarding any points of improvement. This feedback can provide direction for your business and improve various aspects of your operations.

Manage your customers’ expectations

Feedback forms illustrate that customer expectations are higher than ever this year. So, you’ll need to learn how to successfully manage them.

Since you know your products and services the best, it’s important to stay one step ahead of any potential issues that your customers may raise. Troubleshooting instructions or even an FAQ page on your website will help. But The Balance warns not to not make promises that you can’t keep.

Instead of making grand proposals you can’t deliver on, you can leverage your chatbots or real-time support channels so employees can address customers and help with troubleshooting issues. Make sure that your staff is clear and responsive during this process, and that customers don’t get any false assumptions about your offerings.

The stakes are higher when it comes to the markers of excellent customer service in 2022. However, meeting these high standards can ensure that your customers will stay loyal to your business.

Discuss

About The Author

Mona Rhodes’s default image

Mona Rhodes

Mona Rhodes is pursuing a career as a business blogger after working in the corporate world for more than a decade. She is writing with the purpose of helping other organizations as she starts her own writing business.