Customers want you to meet their expectations. It’s complicated, and yet it’s simple. Customer frustration stems from a discontinuity between the expectation of a service interaction, and what’s actually delivered.
A study from the MIT Sloan Review found that that when customer want you to meet their expectations they had two levels: desired (what the customer hopes to obtain) and sufficient (what the customer would actually find acceptable). But of course, there’s a third level: unsatisfactory, where companies miss the mark entirely. The difference between these relative levels is significant and is surely something reflected in the corporate bottom line.
The key is to measure and understand customer expectations; only then can you begin to manage them. Many businesses have learned that it’s often advantageous to “underpromise and overdeliver” in order to increase the likelihood of exceeding customer expectations. Others take pride in high expectations, knowing full well that they can deliver the goods.
Regardless of the approach, it’s imperative for companies to manage customer satisfaction.
Customers want you to meet their expectations.
With that said customers are expecting more faster from your marketing department. Remember the day when you had no web site…all the way up to where you have to have every possible way of communicating with the customer listed on the front page of the web site….Twitter, Facebook, Snapchat and what might be next?? The newer generations want your info to be relevant and to be relevant you need to keep your social media changing. The same goes for your on-hold messages. For your customers that call you even once a month they will notice if you are not changing your message regularly.
Meeting the customer with a Professional Auto Attendant Message when they first call in is essential to meeting their expectations. They are lot looking for dead air, music or a dial tone. They are expecting to hear a voice. A Professional Voice communicating with them ready to help. Next the on-hold message helps to continue the call professionally and educationally as the customer progresses through your companies on hold experience. Male and Female voice is the best Combo. Many companies lose the customer at this point with silence, music or a dial tone. These are not the best use of the customers time or your resources.
When a company has a wide offering, their customers may not be familiar with all of the products and services that are available, often resulting in missed opportunities and lost sales. An effective way of significantly improving product awareness is to utilize an already captive audience; the caller. This way you can inform, educate and market to callers who are quite literally, all ears. It is by far the most direct advertising you can use. You can also use this valuable time to notify customers of any new promotions, encouraging customers to look at your company and products in ways they never would and enhancing your bottom line. Never underestimate the power of a Quality informative on hold experience!
Your most effective marketing tool? Your On-Hold Messaging to help services customers better and faster! So think about the impact your are having with each customer that calls into to hear who you are and want you have to offer….That is if you really want to increase your business.