Customer Life Cycle Management
Defining and managing your company’s interactions with current as well as future customers is something that you can leave upto Epicenter. Epicenter's experience has shown that effective and potent customer care can be one of the most effective tools to differentiate our clients' product/service offerings. Enterprises, today, pursue newer and better approaches to interact with customers and sustain uniformity across various channels of interaction. They need to adjust to customer advocacy to be able to provide an enhanced customer experience and loyalty at optimal costs. To be able to deliver this successfully, enterprises need to focus on factors driving customer satisfaction while optimizing cost.
Right from a customer acquisition stage where we excel in lead generation and sales, to customer service and retention, collections as well as back office operations (hyperlink these), Epicenter excels in managing crucial interactions with all of your customers.
At the heart of providing customer service is the notion of 'respect'. This involves respecting the business' employees, as internal customers within the organization, as well as external customers. Using this concept influences how colleagues and individuals at first act towards each other as well as how they deal with customers.
Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
Epicenter firmly believes that excellence in customer service can only be accomplished by implementing the following tips –
- Always Focus on Service before anything else
- Give the Best experience possible
- Create a unique customer experience
- Use the Customer as a marketing vehicle
- Always remember that you are Selling “WOW”
- Always improve on your service
- Always respect your customer (time and opinion)
- Measure their satisfaction and engagement
- Educate, encourage and use incentives on employees to deliver service
- Differentiate your Brand from competition
- Know your customer base (segmentation)
- Integrate your operations processes into your customer marketing strategies
- Understand that Customer Satisfaction is based on loyalty, identity, values, and relationships
- Special Interactions keep customers coming back
- Solve problems quickly and turn complainers into advocates
- Customer Service agents must have the authority to make decisions
- Listen to your customers; Change their attitudes, and fix their problems
- Measure your relationships, and refine your processes, and proactively solve and prevent the same mistakes from happening again. (Continuous improvement)
- Improve your supplier relationships, and hold them to the same standard as your customers do
- Exceed expectations and treat customers as if you would treat a guest in your own home
- Spread the word – promote your brand promise by empowering your employees to act as ambassadors
- Hire good employees from the start; study your culture, and find the right fit
- Always remember what your corporate values and purpose are, and set mission to that goal.
- Tell the customer the truth, and love what you do
- Personalize your service to meet your customers’ needs
- Listen to Customers; Take appropriate action; keep it simple
- “The most common thing about common sense is so uncommon”
- Leaderships should stay involved in the business, and respect employees and customers
- 5 P’s of Customer Service Excellence – Process; Product; Presentation; Price and most importantly People