I post a daily Customer Service Tip of the Day on Facebook and Twitter and I thought I would share today's tip.
Map the customer's journey and ensure the experience works smoothly and efficiently.
It is essential you map out the journey your customer will be making with your company - from the moment they first browse your website to the last invoice paid.
Analyse in detail every stage and department your customer passes through, ensuring that processes and service are consistent, smooth, simple and customer-focused.
Why not even test out the journey and become a customer for a day? Gain an understanding from your customer's viewpoint and discover the stages that work efficiently and what needs improvement.
Asking customers for feedback will also be beneficial. Celebrate the positive comments and encourage staff to continue to perfect the processes that are working. Constructive criticism should be used to address any issues and implement change.
You are creating an experience for your customers, and this experience will determine whether or not they return and repeat the journey.