Introduction
In 2023, an excellent customer service culture is not optional. The world has changed. Customers are the new power broker, using it more than ever before. It’s not enough to be fast anymore. Speed and empathy are at the heart of excellent customer service in 2023. Your customer service can only be outsourced now. You need people who are aligned with your brand vision and culture.
In 2023, an excellent customer service culture could be better.
In 2023, an excellent customer service culture could be better. But it’s a must-have.
That’s because customers are the new power brokers, and they’re making it clear they want more than just to be served; they want to be treated like people, not numbers on an invoice or database entry. They want companies that listen to their concerns and respond with empathy–even if those concerns are about something as simple as getting their order shipped out on time or having their favourite flavour of ice cream available in stock at all times (and we all know how hard it can be for some brands).
In other words: Your company needs a solid customer service strategy if it wants its business model around in 2023–and beyond!
The world has changed.
The world has changed. Companies now have to compete with a growing number of online services, which give customers access to information and services from anywhere at any time. They also expect companies to be accessible and responsive, no matter the situation. Many customers will only abandon a company if they receive excellent customer service, which applies to whether you’re dealing with brick-and-mortar businesses or e-commerce sites!
Customers are the new power broker, using it more than ever before.
As a business owner, you know that customers are the lifeblood of your company. But in 2023, they’ll be even more potent than ever before.
- Customers have more information about your brand and competitors than ever before. With just a few clicks on their smartphone or tablet, customers can find out all kinds of things about your company’s products–and what other people think about them! In addition to reviews from other shoppers like themselves who have already bought something from you (or not), there are also articles written by journalists who may be experts in their fields but do not necessarily represent the opinion of every customer who has used the product themselves; these pieces might include interviews with industry leaders or representatives from rival companies trying to make their products look good by putting down yours instead.*
- Suppose there were doubts about how much influence consumers wield over businesses today. In that case, it should be clear now: if someone buys something online only once but spends hours researching potential purchases beforehand–and then goes back later when they’re ready for another purchase–that means they care deeply about being informed before making decisions explicitly related.
It’s not enough to be fast anymore.
Speed is essential to excellent customer service, but it’s not the only thing.
A great customer service culture is not just about being fast–it’s also about understanding your customers’ needs and being responsive to them. The customer is always right (even if they don’t know what they want), so you must be able to listen carefully and respond accordingly for your company’s brand image to remain intact over time.
Speed and empathy are at the heart of excellent customer service in 2023.
Speed and empathy are at the heart of excellent customer service in 2023.
Customer expectations have changed; customers now expect a response within minutes rather than hours. Speed is an essential part of good customer service because it shows that you understand their needs and want to help them quickly–and if you don’t have an immediate solution, then at least let them know what steps are being taken so they can be reassured that things are being done on their behalf.
Empathy is also crucial: it allows you to connect with your customers on an emotional level, which makes them trust you more than if you were following scripts or providing technical solutions without any human interaction involved (think about how much better off everyone would be if everyone had access to healthcare!).
Your customer service can only be outsourced now.
Customer service is no longer friendly to have. It’s no longer something you can outsource or ignore because if your business doesn’t have an excellent customer service culture, you won’t be able to compete with companies that do.
Think about all the ways your employees interact with customers: they might call in or email; they might chat online, they might even visit stores in person. All these interactions are an opportunity for building relationships and creating brand loyalty–or breaking it down entirely by providing bad experiences every time someone reaches out for help.
You need people who are aligned with your brand vision and culture.
What is the difference between a brand vision and culture?
In our experience, they’re the same thing. Your brand vision is a statement of what you stand for–your beliefs and values, who you serve and how you serve them. It’s about being true to yourself and living up to those standards in everything you do. The culture of your business reflects this, so if parts of your culture don’t align with your stated values or mission, then it needs to change!
Excellent customer service is more important than ever – so how do you get started?
The first step is to set a clear vision for your customer service. This means defining who your customers are and what kind of experience you want them to have. How do you want your brand to be perceived by current and potential customers?
An excellent way to start this process is by asking yourself: “How do we define great customer service?” Different people on your team might have other ideas about what makes a good experience, which can lead to confusion if not addressed early on. However, once everyone agrees on the definition of excellent service, it’s time for some training!
You’ll need all employees–from those answering phones at call centres up through executives–to understand how each piece fits into the whole puzzle so that everyone can work together towards common goals (like creating happier customers).
Bottom Line
Customer service is a critical component of any business and is more important than ever. In 2023, excellent customer service will be at the heart of your brand’s culture and vision. You need people aligned with your brand vision and culture – so how do you get started?
Who am I?
I am Dotun Adeoye, a Business Growth Strategist & Author
I’ve built up my experience via serial entrepreneurship, consulting leadership roles in business growth, business development and product innovation in large companies worldwide in the last 30 years.
Today, I consult with large businesses on how to sustainably grow their businesses, sustain infinite growth, and ensure business continuity irrespective of the business climate.
Hire Dotun Adeoye to Speak Virtually or In – Person at your company’s event to cover this or other topics. You can also get in touch via +44 203 097 1718 or dotun at dotunadeoye.com
