Jack Trout, Customer Service, and Finding the Balance
At XANT’s company-wide meeting this morning, it was brought up once again that though we have made significant inroads in solving customer service issues, we still struggle on occasion with truly satisfying our customers’ needs, as evidenced by the loss of a few accounts this last month.
It’s the never-ending story of finding the right balance.
How much support do our clients need?
How many service agents do we need in place to effectively provide quality service?
How can we better set up and train clients to use the system?
How can we provide more effective “self help” options?
How can we make the use of our software easier and more intuitive?
If you’re looking at those questions and saying, “All of them need work,” you’re right.
There’s no one right answer, and even if there was, it’s probably interrelated to three or four others. There’s no magic formula, no secret sauce we can pour over the heads of our employees and make client attrition simply disappear.
But if you’re like me, you’d probably like to know what was working and what wasn’t. What has the biggest impact, what’s going to make the biggest difference right now (hence the need for active, engaging customer service, and CRM principles).
As Jack Trout’s “Law of Singularity” states, “In each situation, only one move will produce substantial results.”
Implementing the move itself is the easy part.
Knowing how to find it isn’t.