Josh Melick is an entrepreneur who is passionate about creating strategies and tools for businesses to increase their NPS-based customer satisfaction scores. Melick is vocal about his top tips for businesses to decrease their number of unsatisfied customers and to increase their number of customers who will promote their products and services to their family, friends, and colleagues.
Improving Customer Service
Josh Melick believes that every business should offer a premium concierge service that will increase customer loyalty. As customers are far more likely to continue doing business with a business that offers a concierge service. This is why Apple’s Genius Bar is so popular and customers at the First Republic Bank have access to a personal banker, regardless of the amount of money which they choose to save or invest with First Republic Bank. As if customers’ expectations in regards to customer service are exceeded, they are likely to recommend a business to everyone that they know.
Although businesses have to plan ahead in order to offer concierge-type services, they will be rewarded with higher sales and a higher retention rate of customers.
Melick often speaks about how most companies try to offer too many customer service options and need to cut down on the options which they offer in order to focus on a few carefully selected platforms. One platform which Melick encourages the businesses which he consults to stop wasting resources on is Twitter. As far more individuals would prefer to get in touch with a business’ customer support team via a chat-based messaging system. As chat-based customer support is becoming more and more popular with every year that passes. Especially as fewer individuals want to physically call companies and most individuals are familiar with chat-based messaging as they use chat-based messaging systems on an everyday basis.
Melick is vocal about how important it is for business systems to be linked properly and for information to be available in the cloud. So that if customers have issues with their account or a particular transaction their information can be requested at the drop of a hat.
While Melick started his career as an engineer and has a practical way of thinking he does admit that the human factor still plays a huge importance in raising a business’ NPS score. This is as if a customer has a positive experience with a customer service representative they’ll likely to continue shopping with the business in question. Whereas if they walk away from an experience feeling dismissed or attacked, they’ll unlikely to purchase another product or service from the company in question.
Melick believes that businesses need to continually remind their employees of the importance of giving each customer exceptional customer service and that businesses should not be afraid to fire any employees who fail to provide their customers with a high level of customer service. As employees who don’t take customer service seriously are a liability and can negatively affect customer’s beliefs about a brand.