According to a recent study done by The American Express Small Business Monitor, which polled 661 Canadian companies with under 100 employees- their commitment to Excellent Customer Service edged out their competition by a whopping 71%. That’s enough to help you sleep at night if your Customer Experience is up to par. Is it?
Great Customer Experience can only be achieved with a staff committed to that culture, yet only 36% of respondents to the poll thought that finding quality employees was important to stand out against the competition. Edged out in the top three most important ways to get ahead of the competition (at 47%) was superior products and services.
Not surprising, Utilities, Transportation, the service industry, retail and real estate are very focused on how to beat out the competition at 89%, while skilled trades and manufacturing are not as focused on what the competition is doing at 43%.
How do you distinguish your brand from your competition? What is it that you do that sets you apart from the crowd? 75% of respondents report that they keep track of the competition by word of mouth – asking the customer their opinions, yet we also know from other sources that customers rarely follow through on surveys.
According to the report, 29% of respondents felt that worrying about the competition took them away from other work, but again 77% responded that the competition keeps them to top of their game. So, why is it important to pay attention to the competition? Well, 77% of them according to the poll are paying attention to you! What can you do differently to keep ahead of the pack.
How can you make these metrics work for you?
A – It is clear that focusing on Customer service is critical to keeping ahead of the customer – do you have a Customer Service Culture, are your staff adequately trained?
B – Sourcing qualified employees is key to the successful delivery of a Customer Centric Experience. How are you focusing on your staff to ensure that they deliver an excellent customer experience?
C – Superior service and products are key to staying out in front of the pack with innovative ways to deliver on them. Are you talking to the customer, getting their opinion about your product or service?
Start by asking yourself and your team these three questions, examine where you are right now with your competition. Start here by sharing your thoughts about what is the most important aspect of customer service.