How To Establish A Customer-Centric Brand

Submitted by Dan Faraldo in Customer Service, Industry News

At MeloTel, providing unbeatable customer service is a top priority.  Now, we realize that many companies, all across North America, live by this same mantra. But to be fair, not all customer service regimens are created equal. As far as our team is concerned, providing the best customer service in the telecom industry is only achievable through having listened intently to the needs of our customers.

It’s imperative that we provide each and every one of our clients with services that meet their unique and specific needs. However, it also helps that we know our clients by name. Being a smaller company than the major corporations that exist within the telecom world helps us to develop stronger and closer relationships with the people who entrust us as their service provider. But what other steps are necessary to be considered a customer-centric brand?

Ask for feedback and implement changes based on it.

To reiterate, we pay close attention to our customers. MeloTel recently celebrated its 11th anniversary and we certainly didn’t make it 11 years in the business without making some changes. As the years have passed, we’ve learned a lot about what our clients really want. We’ve listened to their feedback and made changes based on it. Do the same and customer satisfaction is bound to grow.

“Many companies mistakenly assume that they know what their customers want,” writes Marina Martin on Dummies.com, “One of the first and most important steps in becoming customer-centric is taking steps to find out — rather than just assuming that you already know — what your customers want and expect of you. You need to discover whether you’re meeting, and hopefully exceeding, their expectations.”

Respond to online reviews.

In 2020, the online review is practically king.  Never underestimate the power of word-of-mouth promotion. And never underestimate the power of the internet. When curious consumers read online reviews, they generally base their buying decisions on them. Keep abreast about what people are saying about you online and always respond.  

“In the digital age we live in it’s easier than ever to share information, both good and bad, across multiple platforms,” Keri Jacoby reminds us on EasyDigitalDownloads.com, “These stories grow, and spread, and can make or break your brand’s reputation. It’s for this reason that your customers’ perception of your brand is of paramount importance.”

Make sure your customer service is consistent.

If a customer calls us up your company and receives excellent customer service from Mary, but then receives poor customer service from Paul, which of the two individuals do you think that customer will remember the most? Unfortunately, bad experiences tend to stick in people’s memories longer than the good ones. It’s vital that everyone on your team is equipped with the same knowledge as well as the willingness to provide top-notch customer experiences.

“If you ask ten people what being friendly to a customer means, you’ll more than likely receive ten different answers,” says Martin, “You have to quantify service quality by developing specific, objective, and measurable service standards that translate service quality into specific behaviours and actions. Service standards provide a basis for the objective evaluation of staff performance and ensure consistency of treatment for customers across the board.”

For a dose of MeloTel’s customer-centric service, please don’t hesitate to call us at 1-888-MELOTEL or use the Live Chat feature on our website!