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Shifting the customer experience from a cost centre to a value centre - and beyond

BNR Dé Klantenpodcast - Customer service as profit center

Customer service knows no bounds - something that can make diving into it daunting at times. With channels galore (think of phone calls, chatbots, reviews, and WhatsApp, to name a few) and the countless strategies, how do you know what the right choice is for your company? Dé Klantenpodcast, a podcast created by Dutch radio station BNR, delves deep into this subject matter, raising issues and challenging the status quo. In this episode, host Danielle de Jonge chats to our very own Marije Sluis about all that CS has to offer.

Let’s chat; Klaus and the importance of quality assurance

So, you’ve dived into revamping your company's customer service (CS). You’ve added a chatbot to the website, opened your telephone line outside of working hours, and you might have even gotten more staff to lower the wait times. Great job! And yet, CS isn’t a one-off thing. You must constantly improve, as the customer's wants are also changing constantly. But how do you know? How can you find out what the customer is looking for? And how do you know what they don’t care about? Well, maintaining CS quality is all about these two things. You need to collect the appropriate data and how you need to act upon it. We’ve teamed up with our friends at Klaus to dive into the importance of CS quality and how data can help keep it up to par.

Meet your customers where they’re at

We’re all unique, so why would your company treat every customer the same? In our previous article, we made clear why customer experience is important, and one of the defining factors in this experience is meeting your customer where they’re at. You can do this by using the right communication channels, tone of voice and most important: providing the best service.

Customer service channels

Companies invest a lot in the procurement of customers. Whether marketing, sales, or advertising costs, the sky is the limit. However, the attention seems to fade once the customers have been reeled in. After putting in all that effort to gain a customer, we believe it's essential to put an equal amount of effort into keeping them. By holding up a mirror to our partners, we try to challenge the status quo and urge them to take a good look at their company regarding CX and CS. A customer's experience will predict future loyalty and possible repurchasing choices when interacting with a company, so optimising your CX and CS is key. But where to start? Well, it might be a good idea to take a peek at the core of the operation: the communication channels.

How to handle cultural differences within customer service

As a global player, you deal with customers from all over the world, all with different cultural backgrounds. Having a thorough understanding of the cultural differences between these customers is necessary to have a good overall understanding of your customers, which in turn can lead to success in the field of customer service. A pretty important matter to discuss in further detail, so let’s dive right in.

Set your service up for success

As a company founder, one of your main focus points probably is growing your business. To achieve this, you work hard every day with your team, growing your business and expanding your client base as you go. With more customers, more questions and concerns inevitably arise. Quite the challenge, but how do you keep your customers satisfied while meeting your business goals - such as healthy growth - simultaneously? You'll see that the two go hand in hand, with excellent customer service at its core. Let's dive in.