Our global economy has been hit hard over the past few years by Brexit, the Covid-19 pandemic, and the war in Ukraine, just to name a few. Consumers and businesses are becoming increasingly cautious when it comes to spending and the way we shop is also changing.
However, as reported by the ICS, their recent UKCSI reports that despite a widespread priority to economise on spending, more than a third of customers (34.7%) would be willing to pay more to guarantee excellent service - and this continues to rise.
The constant in consumer needs is receiving an excellent customer experience.
Whether it’s spending £10 on lunch, or £50,000 on a brand-new car, consumers expect great customer service (and if anything, that £10 lunch sale can be even more important than the £50k car sale when taking into consideration the potential customer lifetime value!) Therefore, by ensuring customer-facing staff fulfil our satisfaction needs and expectations, they are providing a solid foundation for customer loyalty, brand reputation, and ultimately increased sales performance.
It's not always about the customer though.
Ensuring excellent customer service also gives employees a sense of satisfaction too. Resulting in strong employee retention, well-being, longevity and consistency. So, recruiting the right people, with the right behaviours, is a critical stage in achieving gold-standard customer satisfaction goals.
*We’re working on something super exciting in relation to recruiting for behaviours – so watch this space!
So, what makes a great customer experience? How do you know you’re delivering great customer service?
The answer is within the behaviours exhibited. As defined in the English Dictionary, a behaviour is: ‘the way in which one acts or conducts oneself, especially towards others’. Therefore, it’s not always about what you do or the words you use but success is within how you do it.
Performance in People (PiP) has developed a gold award-winning research methodology called ‘The Behavioural Measurement Score®’ (BMS®) which measures the 6 key behaviours behind delivering excellent customer service. Used as part of a regular mystery shopping programme to experience the reality of service delivered to customers, BMS® is now recognised as the science behind delivering a great customer experience. BMS® is being used by over 60+ world-class brands across the UK, incorporated as part of their video mystery shopping and telephone mystery shopping programmes. And the results speak for themselves – read some of our case studies for more info.
PiP is proud to see some client’s feature in the UKCSI Top 50 organisations for Customer Service, including John Lewis, Suzuki, Audi, and Sky to name just a few.
If you’re keen to take your customer service skills to the next level in 2023 and utilise ‘The UK’s Best Customer Experience Measurement’ – then don’t wait in contacting us to discuss further.