Month: January 2017

Customer service isn’t necessarily what it used to be. With the evolution of technology, it’s changed how we connect and provide service.

This series of blogs will educate businesses that in order to survive, there needs to a renewed focus. Adopting experiential development and successful delivery will ensure not only continued growth, but the evolution of the entire space in which you operate.

All businesses should continue to evolve, alongside new trends and developments. Dealing with customer feedback, not complaints, for example, should be part of your process.

Ask yourself these questions:

  • What means do you use to receive feedback from customers?
  • How do you promote the fact you welcome feedback during and after customer interaction?
  • Provide an example when you needed to respond to a dissatisfied customer – how did you respond to minimise negative fallout and poor word of mouth? How do you use this feedback to evolve and build your product and service offering and promote the feel good factor that comes from making positive change?
  • What are your processes for responding to all feedback and is each staff member consistent in their approach, with a level of standards and processes set by you, the decision maker?

What satisfies one customer might not satisfy the next. It’s important to build systems and procedures for businesses to handle customer insights and feedback.

Take every feedback as a lesson, so you can continue to move forward and grow and no longer see it is a complaints but complimentary market research.

Now, it’s your turn to tell us. What kind of feedback are you responding to? How have you managed them? Did the customer walk away happy in the end?

We’d love to hear about your own experiences.

At Kiikstart, we’re dedicated to helping people have more choice, influence and control about how they live, work and learn. If you’d like to hear more about what we do, contact us today on 0428 593 400 or enquiries@kiikstart.com.

Ok, last week we were talking about exploring your customer service philosophy values. If you missed it, check out the article here.

For the purpose of this blog, we’re going to assume you know your values like the back of your hand. Cool, so now we know our values, it’s time got through how we can provide value to them, especially those with specific needs.

Let’s go through some things to think about.

10 tips to knock your customers’ experience out of the park

  • Provide examples of the type of specific needs that tourists will have – what are some of the diverse requests and the solutions you have come up with to ensure satisfaction.
  •  Identify common, specific needs against your key target markets. Consider some of the most challenging or out of the box needs– how did you find an answer? Provide detail into the steps, action and processes undertaken.
  • Identify when you have worked with other regional businesses to help find a solution to specific needs you are alone could not fulfill (if relevant). How did the relationship with the other business come about and what has been the benefit to the tourist?
  • Be specific about the approach you take to ensure people’s specific needs can be met or an alternative solution can be provided. Ability to think creatively.
  • What communication methods do you use before arriving to be able to gain an insight into their specific needs?
  • Provide examples of any relevant questions you may ask to identify specific needs at the time of booking.
  • Provide examples as to how you gain feedback and insight from tourists both informally and formally.
  • What type of questions are you asking to gain a real insight into what they enjoyed and also ideas for future improvement?
  • Give an example when you implemented feedback from a tourist – why did you chose to respond to it, what was the scenario and how did you respond to it. What was the outcome to the business?
  • What measures do you use to gain insights and feedback from your customer? Are there any relevant data and stats you can include about the process and some of the key trends?

You can explore these questions no matter what industry you’re in. All businesses rely on customers, not just tourism visitor centres. Always keep the outcome in mind. Every time you engage with a customer is an opportunity to develop the relationship. Make it a priority to know what your customers’ value.

Next up, we’re going to be discussing how to obtain and deal with customer feedback to build a more memorable experience… of the good kind.

At Kiikstart, we’re dedicated to helping people have more choice, influence and control about how they live, work and learn. If you’d like to hear more about what we do, contact us today on 0428 593 400 or enquiries@kiikstart.com.