Keisha Stoute | 8 MIN READ
Have you ever had a bad customer experience? Whether you were put on hold forever, dealt with an incompetent representative, or continued to experience poor service due to unresolved issues, these are all common blunders in the customer service industry. When the customer experience is less than your best, businesses lose big and it can be very costly. According to Lee Resources, 91% of unhappy customers will not willingly do business with you again. Let’s face it, mistakes happen all the time, it’s not what you say, but what you do to keep the customers happy.
With initiatives like upstream and AMP along with general consolidation of Multiple Listing Services (MLSs), it's clear that the real estate industry is rapidly changing to keep up with the pace of the market. Consumers and brokers alike have high expectations of MLSs. When asked, 57% of MLSs believe that consumers are driving change, according to The 2017 CMLS Best Practices Survey Report. Consumers crave information and they don't want to wait for it. Brokers need a way of getting early access to reliable property data so they can support their prospective buyers in their decision-making process. In addition, brokerage firms are challenging MLSs to provide innovative technologies to help enable their success, as noted in a recent article published in Realty Magazine.
Customers make the world go round. If you haven't figured it out by now then you're behind the eight ball. Businesses are being challenged to give customers what they want, when they want. And, if one company doesn't meet their needs, customers are passing the almighty dollar to another more worthy vendor.
It’s no secret – every company wants to improve profitability, but keeping customers satisfied is a major part of the equation. And with the array of competitive options available to consumers, businesses are challenged to retain and engage customers. One delay on a support ticket reply can cause a customer to bail ship and try a competitor – and potentially result in a bad review. (By the way, Super Office does a great article on customer service tactics to beat the competition, if you're interested).
In the past, customer training had been a bit of a dark horse in the race to capture the customer’s coin, but now companies beginning to see that training may get them to the finish line faster.
The secret is out: 2018 has been declared the “Year of the Customer” -- and there is a list of surprising statistics about the customer experience to support this claim. Though people pleasing always has been a fundamental truth of business, it’s no longer acceptable to shout that tired, trite saying, “the customer is always right,” and expect it to translate into the kind of satisfactory experience that buffets the bottom line.
It may not be news, but mobile is everywhere. "Mobile First" is impacting life (and learning) as we know it.
In today’s marketplace – where ever-changing regulations, competitive pressures, and client satisfaction all hang in the balance – online training is the single best way to speed critical information to your customers, sales teams, partners, and stakeholders.
Leaving a positive lasting impression with customers can not only turn into revenue, but can also build lasting relationships in addition to increasing your chances for repeat and new business. Customer Services should be the number one training goal for businesses. Companies need to equip their teams with exceptional customer skills and techniques for creating a excellent experiences.