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5 Ways to Disrupt Your Competition With Customer Service

Sep 12, 2018, 09:13 AM

Read the full Fall 2018 issue of CRM Magazine here.



These are ideas that anyone in any industry can implement.


The concept of disruption is interesting. If you ask most business people to name adisrupt2company that is known for being a disrupter, you’ll hear answers like Amazon, Uber and Walmart.

Walmart disrupted local businesses when they came into a community. Uber disrupted the taxi-cab industry. And Amazon started out disrupting bookstores and eventually moved on to disrupting the entire retail world.

While the companies just mentioned are household names, you don’t have to be a big company to disrupt. You can be a tiny company. Disruption is not about disrupting an industry. It’s about disrupting your competition—doing something that is so noticeable that it pulls customers to you. So, here are five ways you can compete—and disrupt—your competition.

1. Stop comparing yourself to your competitors. This is a big one. Start comparingdisrupt yourself to the best customer service companies you do business with. Today’s customers know what great customer service looks like. The companies and individuals who deliver amazing service set the benchmark for everyone.

2. Be amazing on social media. Social media is meant to be social. And when it comes to customer service, it’s not just about responding to complaints. It’s an extension of your marketing and allows you to connect with your community. Be appropriately bold and visible.

3. Respond quickly to every customer inquiry or comment. A quick response time can make a customer say, “Wow!” It shows you care, that you’re paying attention and that you want to do business. A quick response time creates confidence, which is one of the keys to creating customer loyalty.

4. Embrace technology. There are some awesome technologies out there that allow you to better connect with your customers and provide them a better customer experience. Something as simple as a good customer relationship management program can help you keep track of your customers, what they have bought in the past and any issues they have had. Chatbots, when used properly, can give your customers quick answers to their most common questions. There are many new technologies coming down the pike, but keep in mind the technology needs to make your customers’ lives better—not just yours.

5. Be convenient. We’ll wrap up this list with a powerful concept that may be the biggest disruption strategy today. The concept of convenience is the new wave of customer service. There are many ways to be convenient for your customer. Call your customer. Don’t make them call you. Go to your customer. Don’t make them come to you. Have business hours that are focused on your customers’ schedules, not just yours. Make doing business with you easy. All things being equal, the company that is more convenient to do business with, wins. CRM


SHepShep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
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