BLOG 225 – Customer relief, the Holy Grail of your business’s customer service?

When it comes to solving an issue your customer has, you will create loyal customers primarily by helping them solve their problems quickly and easily.

You and your team may have wasted much time and effort trying to exceed the expectations of your customers and delighting them with refunds, giveaways and money-off when things go wrong, but this isn’t the best way to ensure your customers return to you.

In fact, research proves that when you ‘delight’ customers, they are more likely to be disloyal than

when you make problem resolution easy for them.

In his book ‘The Effortless Experience’ by Matthew Dixon and friends, the evidence points to:

“the specific things customer service does to drive disloyalty among customers are largely associated with the amount of work – effort – customers need to make to get their issue resolved”

Minimising the effort and making it easy for your customers when it comes to resolving their late delivery, missing items or incorrect bill will minimise the number of customers you lose and in turn minimise the disloyalty effect.

In fact, one commentator on the research carried out in the book says:

“What if the Holy Grail of service isn’t customer delight but customer relief
– the simple relaxing of the shoulders that comes from having your problem handled quickly and smoothly?”

Click here to discover 4 customer loyalty wins that will ensure your customers experience an effortless problem resolution when things go wrong.