Hey everyone!
Glad to see there are still other managers out there who believe in real customer service! I wanted to discuss streamlining/improving the entire customer experience and how to go about doing it properly.
Almost any business with a delivery service uses Delivery Reply mail to get feedback from their customers. Often the survey will include the question "What can we do to improve your experience?" but rarely do we ever ask the people who hear these complaints the most.
Asking your employees to actively listen for common complaints can give you the edge you need to fix the root of the problem and foster feelings of inclusion among your employees.
Hold round-table meetings, take suggestions on system improvement, have your employees keep an ear out for a hole in your array of services.
Do you sell office supplies, have a copy center, courier service located within your store and sell hundreds of software titles, including tax software but don't offer a tax preparation service?
That's a huge opportunity to secure a bigger share of wallet for yourself and make your company distinct.
Is there a hard to find product out there that everyone seems to be looking for? Your employees will know, because they're asked 30 times a day where they can find it.
By including your employees in your company strategy, you will make them happier employees, which will decrease your turnover rate, in the long run, and you get a much better feel for the common gripes of your customers, not just the extreme cases that are so bad - and rare, that the customer takes the time to fill out their delivery reply mail form.
Thoughts? | 
