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December 16, 2017

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Lather, Rinse, Repeat. Repeat. REPEAT???

Every time I look at the directions on a bottle of shampoo, I chuckle at the "repeat" part. Do I need to wash my hair exactly the same way every time? And how many times do I actually need to lather and rinse my tresses - once? Twice? 30 times??

I'm kidding, of course. But when it comes to customer service excellence, the "repeat" part (i.e., consistency) is no joke. Consistently great customer service builds trust, strengthens your brand and demonstrates that you really care about clients and candidates - all without saying a word.

So take your shampoo bottle's advice. Use these ideas from McKinsey & Company to standardize your customer service practices in three areas - and deliver shareworthy service, every time:

Customer journey consistency.

Have you ever counted the number of ways and times you communicate with each customer? I bet it's increased dramatically from just five years ago. As the number of engagement channels (applicant tracking systems, social media, email and websites to name a few) increases in the staffing industry, and the number of discrete interactions across those channels increases, the service experience is rapidly fragmenting - and deteriorating. Read this earlier post on "un-shattering" your customer experience to improve consistency throughout your service process.

Emotional consistency.

Research cited in the McKinsey post links positive customer-service emotions like trust to higher levels of satisfaction and loyalty. Consistency is essential to creating those positive emotions. If you're looking for ways to build trust and strengthen emotional connections with your clients and candidates.

Communication consistency.

Are you sending clear, positive messages about your company and its brand to your customers? You need to be. According to the McKinsey study, consistent communication is a key factor in creating high customer satisfaction. But increasing satisfaction means more than just "talking the talk" - you need a sound plan to actually deliver on what you promise to your clients and candidates. Time and time again.

Haley Marketing is here to help.

Delivering consistently exceptional client and candidate experiences doesn't happen by accident. It takes thoughtful planning, a multi-faceted approach and sustained effort to succeed. But you don't have to go it alone! Drop me a line or give me a call (888.696.2900). Let's discuss your customer service challenges and the ways Haley Marketing can help.

Victoria Kenward

www.haleymarketing.com