A dangerous assumption that business owners often make is centered around customer service. They assume that, because business is good and customers appear happy, they are offering a well-crafted customer service experience. The danger comes into play not just in this assumption, but in assuming that their staff is providing complaint-free service. This can lead to a dangerous scenario in which, one day, the flow of customers suddenly stops. Run a customer service experience analysis to see how you’re doing.
Gaining an in-depth understanding of how the customer experience that you are projecting is really being received is invaluable. It will not only give you an accurate account of which of your experience-focused tasks are being well received, but it provides you with an opportunity to allow your customers to determine their own experience. This gives both parties decisive benefits.
A Customer Service Experience Analysis Requires Boosting Your Technical Capabilities
The ability to analyze where your customer service experience currently is with precision requires you to be in possession of the facts. Gathering this data from multiple systems or through manual means makes it too easy to miss valuable data points. This path will inevitably lead you towards inaccurate conclusions, some of which may actually swing you in the wrong direction in your customer service approach.
Adding the technology needed in today’s business world must be the first step taken if you are to hope to obtain accurate operational data. Even those businesses with a top-notch POS solution in place often times are not running their software to its fullest potential. Taking your technical capabilities higher, whether it takes the form of implementing a new, feature-rich POS platform or is engaging your current POS vendor to provide you with an upgrade, is critical for a variety of reasons.
As consumer expectations evolve, so must your ability to prove that you can rise to the challenges of the changing tech world. Presenting the latest in payment options, POS trends, or inventory management functions can keep mention of your brand voice in the same breath as innovative features. Equipping yourself in this way not only gives the customer experience you provide a boost but also encourages customer loyalty.
Leveraging Available Information to Determine Customer Trends
Presenting the transaction and customer data you have obtained in an easy to read format will determine the level of insights you can gain into your customer’s thoughts. It is just as important to accurately present the data you have acquired as it is to accumulate concisely constructed data. Modern POS solutions make achieving this balance easy, through an uncanny ability to sort information and provide custom reports in real-time.
This level of functionality allows not just you to make adjustments to the factors impacting the customer service experience but gives you the ability to empower your shift managers and supervisors to do the same. The level of adjustment to the customer experience can be as simple as moving a display case from one aisle to another, or as advanced as performing a full refresh of a restaurant menu. In either case, equipping yourself with a POS platform that can report against the most minute of data details can be a decisive move towards creating a dynamic, enhanced, customer service experience.
Examining the Impact of Using Cutting Edge Tech in Your Business
You may discover during your customer service experience analysis that your customers are pinning to interact with you more deeply on a technical level. Data that shows these trends, such as paying for orders by phone, requesting that you hold products on your social media platforms, or frequenting the lone tablet in the store, can present some very pointed realities around customer expectations.
Addressing a desire for more tech in your business can be addressed in a number of ways. Taking advantage of advanced POS features, such as the trending mPOS and tablet-based POS systems, steps you ahead of the curve not only in relation to customer expectations but in comparison to your competition as well. Using these trending items presents new avenues for customer interaction, and gives them more control around shaping their personalized customer service experience in your business.
Utilizing mPOS and tablet-based POS devices gives you and your customers some great ways to use technology to improve the customer service experience analysis. Your staff can use mPOS devices to look up items for orders, which can be especially helpful when you have an item the customer wants, but not in a desired color or size. Restaurants can arm waitstaff with mPOS devices to improve order accuracy and to save time by sending these directly to the kitchen. Further, you can gain deeper insights into customer tastes by allowing them to look up items while in your store and using this data to build a product inventory that is more conducive to the changing tastes of the customer.
Using Customer Data to Build Interactions They Control
The data you examine may indicate that your customer base has a desire to deepen its control over the customer service experience even when your business is closed for the day. The building blocks this data can provide to you may prove to be the stimulus needed to launch an omni-channel business model. With this in place, you present your customer base with the ability to interact with your business at a time that is most convenient for them.
Giving them this level of control over how and when they interact with your brand not only deepens the customer service experience for them but broadens the reach and availability of your branding voice. For retailers, this can mean browsing your virtual shelves after hours and making the purchases they need. In the restaurant world, this can be to simply view your menu or to make a reservation. It can also be as advanced as making a reservation and ordering ahead of time, making it possible for the customer to simply show up to be seated and served within minutes of arrival.
Getting Your Customer Service Experience Analysis Right Requires POS Expertise
You have decided to take the initiative to conduct a customer service experience analysis, but do you know what it is you should be looking for? You need accurate data and have a plan in mind in order for your deductions to be accurate enough to pursue. This requires that your POS technology is up to the task of collecting, managing, and provide reporting against the data you collect.
Properly addressing what your customer service experience should look like for your customers requires a high level of business and technical acumen. Onboarding this skill set via a proven POS consultant will provide your business not only with an enticing customer experience but with valuable streamlined processes that will present you with a higher profit margin.
Seeking expert advice about what POS data you need to thrive is where talech can help. We provide you with the ability you need to understand and develop a concisely targeted customer experience. We will work with you to implement the POS system you need to meet your business and customer engagement goals. Contact us today to sign up for a demo and to learn more about how talech can be your expert POS partner.