This is part four of our in-depth analysis of customer-experience expert Shep Hyken’s recent article, “Top Customer Service and CX Predictions and Trends for 2024,” where we’ll take a look at item four on his list of predictions: “Customers Want It Now.”
Hyken explains that customers are becoming less patient due to what he coins the Amazonation effect; that is, consumers have gotten so used to receiving their purchases so rapidly, they’re starting to expect “similar ‘speed experiences’ from most companies they do business with.” In short, they want what they want, and they want it now.
This desire for speed extends beyond delivery, Hyken continues, telling us that we should look for “any opportunity to accelerate part of the experience as long as it doesn’t take away from an amazing customer experience.” So, what are some of the ways you can accelerate your business?
Don’t Leave ’em Hanging
One of the ways your business should take action is to make sure your employees respond to phone calls and emails as soon as possible. No one wants to beg for attention, and if customers feel like they have to badger your business for a response, they’re going to start looking for a more responsive company. Thus, your employees must make call-backs a priority so that your customers feel appreciated.
This extends to progress reports. When a situation arises where you’re unable to deliver your product or service in a timely manner, periodic updates are necessary to remind the customer that you’re still working hard on their behalf. (Examples might include a problem in the kitchen at your restaurant, or a car transfer is taking longer than expected at your dealership, etc.)
Streamline
Sometimes delays are endemic to the way your business operates. If you notice that certain processes take forever, or certain products seem to derail your efficiency, you have to find ways to improve them. Sometimes that means dropping them from your menu; other times it means rethinking them altogether. Don’t just trust your own judgement only, however. Canvas opinions from both your customers and employees to discover their pain points.
Leave no stone unturned. You might be surprised by what you learn when you scrutinize everything. (Examples include outdated points-of-sale systems or other management software, complicated procedures for processing returns, etc.)
The Right Stuff
Lastly, make sure you have a well-trained and eager staff, one that is empowered to make quick decisions and avoid the kinds of mistakes that cause more delays. This means proper training and trust. If you don’t feel confident about trusting your employees to make these kinds of decisions, ask yourself why.
If you don’t trust them because you’re afraid they don’t know what they’re doing, then the obvious answer is that you need to train them. On the other hand, if you don’t trust them because they’re untrustworthy, then you need better employees.
We can help. The Brandt Group specializes in using tools like mystery shopping and feedback surveys to uncover inefficiency, as well as identify potential growth opportunities. (Yes, your employees can both offer a speedier customer experience and make sure they mention add-ons and upsell options.) Moreover, we also offer topflight leadership development courses to help your team maximize its potential.
You have to get into the business of speed to succeed in today’s high-speed marketplace. Ready to make that happen? Contact us now.
