Customer Service: are you Delighting or Disappointing

Providing customer support is table stakes for any business today. But are you going above and beyond with exceptional customer service?

There's a difference between simply resolving issues and truly delighting your customers.

Here are some key considerations:

• Define service levels and communicate expectations clearly to your team. Not all customers require the same level of attention. Segment and prioritize accordingly.

• Monitor satisfaction regularly. Nip potential churn in the bud by addressing problems early. Don't wait for customers to leave.

• Involve customers in product development. They have valuable insights into new features and enhancements. Manage expectations, but listen carefully.

• Incentivize cross-sells and upsells. Your support team is perfectly positioned to uncover new opportunities. Make it worth their while.

• Quantify the revenue impact of high-touch service. This helps justify the resources required to do it right.

Delivering an exceptional customer experience pays off in loyalty, referrals, expansion, and advocacy over time. How does your support stack up? Exceeding expectations should be the goal.