Did You Lose a Customer Today?

Do you know if you lost a customer today? Chances are good that you did and don’t even know it. Studies have found that as high as 95% of customers don’t complain even when they have minor complaints about a business. They just don’t come back. What does this mean to your business? First, make it easy for your customers to voice complaints. Many people are uncomfortable bothering managers and frontline employees especially with minor issues. And when they do, follow these 5 golden rules for handling them in a way that makes your customers feel valued and important. After all, losing a customer impacts every area of your business and ultimately the ability to grow your business. Research shows that if you can address a problem quickly and efficiently, a customer will be 20% MORE loyal than before the problem occurred. Golden Rules for Handling Customer Complaints Quickly Acknowledge. Customers expect you to acknowledge the situation quickly and start addressing the situation. Nothing shows that you value your customer more than acknowledgment. If you don’t, they are likely to move on. Efficiently Handle. Establish an efficient process for handling problems. Customers should expect to talk to one person who will do the leg work to solve the problem. Repeating the story when handed off to multiple people is frustrating. Don’t make the customer do the work to resolve the situation. Be friendly. A bad attitude tells the customer that you don’t care about them or the problem. A positive, approachable attitude makes your customer feel valued. Smile, be pleasant and have a helpful attitude. It really isn’t that hard....

Customer Feedback Keeps Your Business in Top Shape

A few weeks ago, a friend of mine leased a new GMC vehicle. As part of the lease, he received a complimentary 3-month subscription to OnStar, the service that keeps a driver safe, connected and ready for the road. As part of this service, he receives a diagnostic report on many aspects of the vehicle including transmission, emissions, brakes, airbags, tire pressure, and oil life remaining. The report also reminds the driver of mileage and maintenance needed. It really is an amazing report full of feedback on the condition of various systems of the vehicle. The diagnostic report is great feedback that helps a driver maintain a vehicle and keep it functioning safely.  What if the driver got feedback that there was a issue and didn’t take action to address the problem? The report would be worthless. The same is true for customer feedback. It is worthless unless it is used to make improvements. Businesses who care about customer experience put the feedback they receive into action. Consider the hotel chain who got consistently negative feedback from guests about its air adjustable beds. While the beds were initially loved by guests, they wore out quickly and became more uncomfortable than regular beds. Management at the hotel chain listened to the feedback and replaced the beds over time. Obviously this was a costly change but one kept loyal guests coming back. Take the example of a quick oil change company. Management had gotten negative feedback from customers that the television stations in some of the waiting areas were showing soap opera programs that were inappropriate for young children who were...

Five Digital Customer Courtesies

Common customer courtesies are behaviors employees demonstrate that affect the customer experience. How customers feel they are being treated, greatly impacts whether they make a purchase and whether they return to make additional purchases. In fact, 70% of buying experiences are based on how customers feel they are being treated and being treated poorly is the number one reason customers leave a business. Most businesses understand the importance of treating customers courteously when they walk through their doors. Acknowledging and greeting customers and a friendly, helpful attitude lets a customer know you care about them. A genuine interest in helping a customer find what they need or solve a problem positively impacts a customer’s experience and decision to continue to do business with you. How does a business transfer courteous behaviors to digital interactions such as emails, web forms or text messages? Our company offers a two-way text channel to businesses and we have identified five basic customer courtesies businesses overlook that can positively affect digital interactions. Timely Acknowledgement Just as you pick up a phone call within a few rings or greet a customer when they walk in the door, a digital message should be acknowledged promptly and handled as soon as possible. Think about how it feels to walk into a business and no one acknowledges you. The same applies to a digital message. Personally acknowledge a digital message from a customer. Let the customer know that you are handling their message and when they can expect a response. Use the Customer’s Name in a Warm Greeting Online interactions have an advantage of coming with some information...

Attitude is Everything 

Experienced leaders know that they should hire for attitude, not skills. This is especially true for customer-facing employees. Mark Murphy, author Hiring for Attitude, tracked 20,000 new hires and found that 46% of them failed within 18 months. 89% of the time, the new hires failed due to problems associated with attitude. Attitude separates high performers from low performers and can affect the ability to work collaboratively with others, think innovatively, cope with failure and learn. Finding employees with the right attitude is especially important when hiring customer-facing employees. There is no definitive list of what those attitudes are. I have a list of attitudes that are foundational for all customer-facing employees. In addition to having empathy and being solution-oriented, employees with these foundational attitudes are ones that consistently provide WOW experiences for customers. Here are four I think rank high on the list. Patience Patience is defined as quiet, steady perseverance and even-tempered care. Clearly important when working with customers. Customers come to employees for help when they are confused, need direction, or have a problem. Taking the appropriate amount of time to understand and assist customers is better for that customer as well as for overall business. Read Customers In today’s world, employees aren’t always able to see customers face-to-face. In fact, they may not even hear a customer’s voice! They still must be able to read customers by looking for subtle cues about the customer’s mood, personality, and level of frustration. The ability to read customers and respond with empathy is also an important part of engaging and personalizing customer interactions. Flexibility  Customers are more diverse than ever, ranging from millennials...

Peoplocity Chosen for ACTE Global Conference

Peoplocity has been selected to present in the Association of Corporate Travel Executives (ACTE) Global Education Conference to be held April 23-25 in New York City. Peoplocity was chosen as an innovative and disruptive technology that is influencing the future of the travel industry. Peoplocity will be one of the technology companies featured in the ACTE Commons, an open customized learning space based on the seven spokes of the ACTE Ferris Wheel. Peoplocity will be on stage to highlight how its two-way text communication channel is supporting both the modern business traveler’s expectations and providing travel managers with data and insights to better manage their programs. In its business travel segment, Peoplocity lets travel managers and travel management companies provide travelers with an efficient text communication channel to get feedback, manage issues and share information with business travelers throughout their trip, in real-time. Travel managers get more in-depth data and travelers feel more secure. Peoplocity Founder and CEO, George Klein, is a serial entrepreneur and executive with proven success in a variety of businesses. He has vast experience in all aspects of ownership and management of new businesses and turnarounds. The common denominator for success in all these businesses has been Klein’s ability to create a company-wide focus on providing best-in-class service. “Business travelers want to know they can easily get help while on the road. Travel managers, TMCs, and suppliers want to be able to efficiently interact with travelers to resolve issues and share important information before, during and after a trip. They also need feedback from travelers on their interactions with airlines, hotels and transportation,” comments Klein....