In our analysis of customer satisfaction data for a client recently, we identified the survey attributes which had the strongest correlation to the customer’s feeling that the organization cared about them as an individual.
These “Care Perception Drivers” fit nicely into an acronym (C.A.R.E.), and we shared the analysis in a brief educational session with our client. Maybe these tips can help you, too:
- C = Communicate before and after the transaction. The customers appreciated it when the employees engaged them upfront and proactively thanked them or addressed them in follow-up communications after the transaction. It’s not just about the task; it’s the start-to-finish experience.
- A = Ask them about themselves and their situation. Customers perceived that the employees cared if they were inquisitive and sought to learn about what made that customer unique.
- R = Relate on their level. The customer cares about the customer, so relate to them in a way they’re comfortable – with your tone and body language, tailoring your style to appeal more to them.
- E = Educate them on how to have a great experience. Customers aren’t usually experts in your business – you’re the expert. So they appreciate tips or directions that can maximize their enjoyment.
When customers feel that you care, they’re more likely to come back to you, to be open to your suggestions, and even to cut you some slack when something goes wrong.
Ask yourself “Have I conveyed I C.A.R.E.?”