Kustomer’s Post

Reaching Your Customer Service Goals in 2024: Are You on the Right Path? It's a new year – how will you turn your customer-related goals into realities? Success can built through daily service-habits and actions that get you where you want to be. In customer service, it’s consistently practising behaviours that wow customers and make your brand stand out. As the founder of a luxury training and development consultancy, I know many people-managers understand their goals, but struggle with the inspiration needed to bring them alive for others. That’s where we come in. Our expertise is guiding organisations on the journey to elevating leadership, customer service, and sales – especially in luxury hospitality and retail. What does your customer experience vision for 2024 include? How will you transform service touch-points and propel your brand to new heights this year? Share your thoughts below! #customerservice #customerexperience #learninganddevelopment #luxurysales

𝗔𝗿𝗲 𝗬𝗼𝘂 𝗚𝗲𝘁𝘁𝗶𝗻𝗴 𝗔 𝗙𝘂𝗹𝗹 𝗣𝗶𝗰𝘁𝘂𝗿𝗲 𝗢𝗳 𝗧𝗵𝗲 𝗤𝟭 𝗙𝗶𝗻𝗮𝗻𝗰𝗶𝗮𝗹 𝗥𝗲𝘀𝘂𝗹𝘁𝘀? Your financial numbers only tell half the story. The other half is about connecting the numbers with the feedback from your client-facing team and end customers. Here is a snapshot of the WHO, WHAT and HOW. 𝗪𝗵𝗶𝗰𝗵 𝗰𝗹𝗶𝗲𝗻𝘁𝘀 𝗮𝗿𝗲 𝘆𝗼𝘂𝗿 𝗽𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝗲𝘀? There are three types of priority customers a business should connect with at least on a quarterly basis: • 𝗧𝗼𝗽 𝗹𝗮𝗽𝘀𝗶𝗻𝗴 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀: Customers who had a significant spending drop on a year-on-year basis and compared to the last quarter. • 𝗧𝗼𝗽 𝗴𝗿𝗼𝘄𝗶𝗻𝗴 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀: Customers who significantly increase their 1) total spending, 2) frequency of spending, 3) cross-category spending on a year-on-year basis and compared to the last quarter. • 𝗔𝗰𝘁𝗶𝘃𝗲 𝗻𝗲𝘄 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀: Customers who recently made a purchase with your business and have been showing positive affiliation by frequently attending your events, responding to your NPS or other surveys, or referring their friends to you. 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘀𝗲 𝘆𝗼𝘂𝗿 𝗹𝗼𝗰𝗮𝗹 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 amongst all the above three segments. Here are a few pointers on the 𝗪𝗛𝗔𝗧 𝗮𝗻𝗱 𝗛𝗢𝗪 𝘁𝗼 𝗮𝗽𝗽𝗿𝗼𝗮𝗰𝗵 𝘁𝗵𝗲𝘀𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀: 🔎 Start by inviting their respective Client Advisors to share qualitative feedback on the spending drop/increase. Understand whether the spending change comes from clients’ factors (such as lifestyle change, brand preference shift, relocation, etc) or business factors (such as product design, pricing, customer experiences, etc). 🔎 Include the Store Manager/Client Engagement Manager in the customer study, especially on lapsing customers who are not responsive to the Client Advisors. Depending on the customer’s communication style and shopping behaviour, extend an invitation from the Store Manager/Client Engagement Manager with a relevant non-commercial initiative (such as an invitation for a coffee catch-up/extending a seasonal gifting/inviting them for a lifestyle event, etc.) to break the ice. 🔎 Involve a neutral third party, such as an experienced luxury consultant, to conduct a holistic customer interview. Our mission is to enable businesses to grow customer loyalty and profitability, click below to learn more about our consulting service on our website: https://lnkd.in/gmhibqwe Share your thoughts in the comments below and feel free to reach us out for a chat! 🗣️❤️ #GogoChengConsulting  #TheArtandScienceofClienteling #CustomerLoyalty #Luxury #CommercialSuccess

[Daily Case Analysis] Let's sharpen your strategic thinking skills 🧠 Consider this: A multinational retail organization is grappling with declining customer satisfaction scores and stagnant sales growth. What's the challenge? The company's customer-centric culture, which used to set the firm apart in the industry, has weakened over the years. Lacked synchronization between internal processes and customer needs, unmet customer expectations, and lack of frontline staff motivation are symptomatic of the eroding customer-centricity. This organization intends to bring a renewed focus on customer-centricity to regain its market leadership. How would you approach this situation? Here's our analysis: https://lnkd.in/ecCasXnm What did we leave out? Leave your thoughts, advice, and critique below. 👇 Follow for more daily case studies! #casestudy #customer-centricculture #management #strategy #consulting #leadership

[Daily Case Analysis] Let's sharpen your strategic thinking skills 🧠 Consider this: A multinational retail organization is grappling with declining customer satisfaction scores and stagnant sales growth. What's the challenge? The company's customer-centric culture, which used to set the firm apart in the industry, has weakened over the years. Lacked synchronization between internal processes and customer needs, unmet customer expectations, and lack of frontline staff motivation are symptomatic of the eroding customer-centricity. This organization intends to bring a renewed focus on customer-centricity to regain its market leadership. How would you approach this situation? Here's our analysis: https://lnkd.in/ef92ugUa What did we leave out? Leave your thoughts, advice, and critique below. 👇 Follow for more daily case studies! #casestudy #customer-centricculture #management #strategy #consulting #leadership

The modern customer’s decision to buy is greatly influenced by their emotional experiences with a brand and not by the traditional market drivers. High quality customer experience is arguably the best way to grow revenue for any business and ensure its success. Organizations that have taken time to invest in customer experience have differentiated themselves from similar brands hence gaining a competitive advantage. To deliver a positive customer experience, it is important to have all of the customer service agents and the leadership team trained. This will help them demonstrate emotional intelligence with every interaction at the office as well as with customers. If you’ve found your team failing in situations that require #EmotionalIntelligence, then you should consider investing in their training. Let’s discuss further via DM or Email – jackie@customercentric.co.ke

In a rapidly evolving world, many brands can lose their focus on the customer. A 'Robust Customer Strategy' is a good place to start. Head of our C-Suite Section, Stijn Ceelen, shares his insights from his 20+ years of leadership experience. This article is a lays out a solid framework with 3 steps in building a customer centric business. 1. Develop a Robust Customer Strategy 2. Craft a Compelling Value Proposition 3. Execute with Precision https://lnkd.in/dz4qf42S

Building a community with great minds is my mission. Having these minds share their wisdom is a great honor. Head of our C-Suite Section, Stijn Ceelen shares his insights with us in this article just published on the Brand Leadership Community. #customerfocus #brandleadership

Your customer service team isn't just a support function; they're the face of your brand and the frontline ambassadors of your values. In this article for Forbes, Amit Kumar Gandhi explores the psychology of brand loyalty and explains why customer service has to be one of the most important facets of your CX strategy if you want your customers to remember you. https://lnkd.in/gg88nAbr #leadership #ArtificialIntelligence #leaders #CustomerService #CX #potential #CustomerExperience #strategy #success #technology

[Daily Case Analysis] Let's sharpen your strategic thinking skills 🧠 Consider this: The organization in question operates within the luxury goods sector and is grappling with modernizing its Baldrige Excellence Framework to enhance performance and competitiveness. What's the challenge? With the dynamic shifts in consumer behavior towards digital channels, the company has recognized the need for a strategic overhaul in its approach to quality, customer engagement, and operational efficiency. Despite a strong brand heritage, the organization is facing stagnation in growth and customer loyalty due to outdated practices that do not align with the current market demands or the principles of the Baldrige Excellence Framework. How would you approach this situation? Here's our analysis: https://lnkd.in/eMeY8vAh What did we leave out? Leave your thoughts, advice, and critique below. 👇 Follow for more daily case studies! #casestudy #malcolmbaldrige #malcolmbaldrigenationalqualityaward #mbnqa #baldrigeexcellenceframework #management #strategy #consulting #leadership

When it comes to CX there are so many opportunities to make a difference. Often insights programmes provide us with a wealth of potential initiatives that will drive satisfaction and loyalty with our customers but tackling too many at once can have the opposite effect. By rushing to do all things at once we lack optimising the real pain points, you’ll also find the execution is poor and often damaging to your brand equity. So take your time, consider where you can have the great impact and strategise where everything else should be deployed.