Employee training initiatives alone won’t improve job performance.
Holly Markel, on Jun 10, 2019 2:37:29 PM
Today, 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010. 80% of companies believe they deliver “super experiences,” unfortunately there’s a perception gap in those numbers, because only 8% of customers agree.
A marine dealership’s IVR (Interactive Voice Response) is typically the first point of contact to route callers to a representative who can help them. An IVR is essentially the welcome mat for callers and should function as a concierge to the customer experience. Unfortunately, the IVR routing process isn't always ideal and we hear a fair number of IVRs that function more as a “No one's home” mat, than a welcome mat.
We hear common fail points such as, callers faced with eight-option phone trees, full voicemail boxes, long hold times and no one to help. This contrast in experience makes humanoids pale in comparison to the advanced technology available in our everyday lives and sinks our wired customer’s expectations in the process.
Consider the last time you audited your store's IVR. Is calling your dealership a hassle to callers? Does your IVR make customers jump through hoops? If so, your store is likely to have a high volume of calls being abandoned by callers moving on to a competitor in search of a better first impression and experience.
Twilio’s recent Customer Communications Report found that after a poor communication experience, 38% of customers will switch to a competitor or cancel services, 66% will tell a friend about their experience, and 41% will stop doing business with the company altogether.
Legacy IVR systems make it difficult to meet the demands of evolving customer expectations. This is happening for several reasons:
Michael Markette, on May 16, 2019 3:39:35 PM
Technology continues advancing, making it easier for consumers to research, purchase, and communicate with businesses wherever and whenever they want. Marine dealers need to evolve to meet customer expectations. Salesforce’s State of the Connected Customer report reports that two in three customers want companies to interact and respond to them in real time. A study from Twillio found nine out of 10 people surveyed wanted to talk to brands using text messaging, but less than half of companies had the technology in place to offer that option.
Holly Markel, on May 15, 2019 2:21:50 PM
When it comes to customer loyalty, it’s all about emotion. In just one short year, Gartner predicts that the average person will have more conversations with bots than their spouse. While chatbots aren’t necessarily “taking over” our business and personal lives, the digital experience has become addictive. Technology has enabled us to automate shopping, use virtual personal assistants to get more accomplished, and turn “voice first” interactions into common experiences. With so many advancements at our fingertips, when your callers interact with a human, they expect it to be a quality interaction.
Holly Markel, on May 12, 2019 12:34:07 PM
Finding great people is one of the biggest challenges for marine dealerships. In today’s fast-paced business environment, most of us spend the majority of our waking weekday hours at work, so recruiting great talent isn’t just good for business, it’s essential to fueling a positive workplace culture.
At the core of every employee interaction over the phone is the caller’s desire for a great experience. Those experiences are driven by the actions, behaviors, and skill sets of employees on the other side of the phone. Your front-line has the greatest impact on overall caller satisfaction so ensure that you are putting the right employees in the right roles. Anyone who is making and taking phone calls at your dealership should be prepared to handle those calls in a manner that results in a great experience for the caller.
Holly Markel, on Apr 10, 2019 10:16:51 AM
Holly Markel, on Apr 7, 2019 11:27:24 AM
Missed calls and poor call routing mean more than just a missed opportunity to connect with a customer or prospect. When customers can’t connect with a business, customer churn increases, brand perception decreases, and the overall caller experience is tarnished.