A dynamic customer experience doesn’t start when your customer receives your service or product. It doesn’t end when a contract is complete. Customer service “is the sum-totality of how customers engage with your company and brand, not just in a snapshot in time, but throughout the entire arc of being a customer, ” says Harvard Business Review contributor Adam Richardson.
You need customer service solutions that match your fast-paced fleet business. Strategies that will ensure that all team members are striving towards the same goal, communicating from the road and the office with a consistent system for delivering results and satisfying customers at every touchpoint. An all-encompassing approach can create dynamic customer service experiences. We’ve got 5 tips to help you get started.
1. Identify “touchpoints”
These are any interaction points between the customer and your brand (Richardson). Think products, websites, messages, settings; these “touchpoints” require your evaluation. Are your touchpoints addressing customer goals? Providing approachable solutions? Review your touchpoints and consider which areas need improvement.
2. Anticipate every question
Your website is a touchpoint that should have the answers to every conceivable question about your service. Solutions like instructional videos, live chat with service representatives, and FAQ pages can be crafted from customer comments and inquiries. This ensures customers’ confidence, and encourages them to take the next step.
3. Connect the entire team
Fleet management often demands effective communication between teams. Why not motivate all departments to focus on dynamic service delivery? Bring everyone in the room together for workshops, and encourage collaboration. Some team members may be used to working independently, but your customer service experience needs to have a fluid delivery that shows the client that every team member is on board.
4. Provide seamless resources
Richardson suggests we “look at things entirely from the customer’s point of view; their actions, goals, questions, and barriers over time.” Anticipate their needs with dependable resources, like GPS technology. Real-time GPS tracking devices in your fleet vehicles can provide customers with instant updates. Want more? Click here for more seamless service benefits.
5. Keep tech to-the-minute
Equipping your vehicles with GPS technology reflects trust and legitimacy in the eyes of your customers. When comparing fleet companies for pricing and efficiency, customers will be influenced by tech capabilities. GPS tracking devices keep your company on the cutting edge of the industry, and can give you major influence with potential clients. When you install tracking devices, you ensure customer confidence.
Fleets are active, forward-moving teams. On the fast track, it’s easy to get caught up in delivering an end result. Let’s slow the engine, and think about customer service. Re-asses your current approach, and get your team coordinated for dynamic changes.
And think about those touchpoints. Which will you tackle today?
Richardson, Adam. “Touchpoints Bring the Customer Experience to Life.” 2 December 2010. Blog.hbr.org.
– – “Understanding Customer Service.” 28 October 2010.
“Service Quality” GPSCommander.com