When it comes to the success of a business, customer experience is undeniably a critical factor. Accenture reports that 64% of consumers wish companies would respond faster to their evolving needs. From inflation and climate change to social movements, there are various factoring impacting consumes’ lives in unprecedented ways — and companies need to adapt quickly to keep pace with consumer preferences and stay competitive.
Fortunately, you don’t have to go it alone if you’re looking to improve your customer service and create an exceptional customer experience (CX). Angela Black, often referred to as the Customer Experience Queen, is a seasoned expert in helping companies refine their customer service policies to create the kind of CX consumers desire. With a wealth of experience in the corporate world and a passion for helping businesses elevate their customer service game, Black is on a mission to make the world a happier place, one customer at a time. Let’s explore some key takeaways from a recent conversation between Black and Ramon Ray.
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From Sales to Service
Black began her career at a young age, working in various business ventures, including multilevel marketing and corporate pharmaceutical sales. She learned the value of customer experiences early on, taking a unique approach to customer service that set her apart from the reset. For Black, it wasn’t just about closing deals; it was about nurturing relationships and creating exceptional experiences for her clients.
People began to notice Angela’s success, and they couldn’t help but ask, “Angela, what’s your secret?” Her response was simple: “I’m just doing my job.” Yet, she realized that not everyone was “just doing their job” the way she was. Black went above and beyond for her clients, whether it was showing up early, staying late, or remembering personal details about them. This dedication to her customers earned her awards along with unwavering customer loyalty.
After experiencing the volatility of corporate life and facing layoffs four times in her career, Black decided it was time for a change. Having acquired a wealth of knowledge and experience, from training sales reps to managing them, she decided to translate her expertise into helping businesses create outstanding customer experiences. Although she focuses primarily on six- and seven-figure businesses looking to scale, Black aims to help small businesses, too.
Great Service Starts With Great Policies
When you think of businesses with exceptional customer service, what comes to mind? For Black, Chick-fil-A is a perfect example of a company that trains its employees from the top down to deliver excellent customer experiences. When you say “Thank you” to a Chick-fil-A employee, the response is consistently “My pleasure” — and those two simple words leave a positive impression as you sit down with your meal.
Chick-fil-A’s success in customer service didn’t happen by accident. Careful planning, training, and execution has created a consistent experience across restaurants — so whether you visit Chick-fil-A in your hometown or while traveling across the country, you can expect the same level of service.
For businesses to succeed in the same manner, creating and adhering to well-thought-out customer service policies is crucial. Having such policies in place ensures that every team member knows how to handle customer interactions.
Consistency in customer service policies is not just about managing everyday interactions; it’s about setting a standard that customers can rely on. Black encourages businesses to ask themselves how their representatives should speak to people and what steps they should take to ensure a uniform customer experience.
The Impact of Premium Customer Service
One of the notable advantages of providing premium customer service is the ability to charge higher prices. Black points out that, depending on the industry, businesses can capitalize on their exceptional customer experience to increase prices.
For example, a restaurant with a consistently excellent customer experience and a line out the door can justify raising its prices.
The same principle applies to e-commerce businesses. Suppose you’re running a T-shirt business with an average customer experience. In that case, improving it can lead to customers raving about your products, resulting in higher demand and the possibility of raising prices.
Delivering Great Service: Large Vs. Small Businesses
Large businesses face the challenge of maintaining consistency across various locations and departments. Black notes that creating uniform customer service policies in a multi-billion-dollar company can be a significant undertaking. It requires sending experts to different locations, extensive training, and regular check-ins or secret shopping to ensure compliance.
Black also highlights the importance of positive reinforcement. Recognizing and celebrating employees who adhere to customer service mandates can go a long way in motivating others to follow suit.
For small businesses and solo entrepreneurs, achieving consistent and exceptional customer service can be a challenge. For these businesses, Black offers a 12-month membership program that includes monthly lessons and standard operating procedure (SOP) templates. This program helps to reduce customer churn and re-engage customers who may have left.
Black focuses on businesses making high six to seven figures, as they often face unique customer service challenges as they scale. However, her membership program caters to smaller businesses that may not need one-on-one consulting.
Uplevel Your Customer Experience
Whether you run a large corporation or a small startup, Black’s advice can help you create a customer experience that keeps customers coming back again and again. By creating and implementing well-crafted customer service policies, businesses can boost client retention, loyalty, and referrals, ultimately increasing revenue.
For more information on creating customer service policies for your business, visit Black’s website at www.angelablackcrc.com or contact her via email at info@angelablackcrc.com.
Customer Experience: How to Deliver It Well Every Time and Why
When it comes to the success of a business, customer experience is undeniably a critical factor. Accenture reports that 64% of consumers wish companies would respond faster to their evolving needs. From inflation and climate change to social movements, there are various factoring impacting consumes’ lives in unprecedented ways — and companies need to adapt quickly to keep pace with consumer preferences and stay competitive.
Fortunately, you don’t have to go it alone if you’re looking to improve your customer service and create an exceptional customer experience (CX). Angela Black, often referred to as the Customer Experience Queen, is a seasoned expert in helping companies refine their customer service policies to create the kind of CX consumers desire. With a wealth of experience in the corporate world and a passion for helping businesses elevate their customer service game, Black is on a mission to make the world a happier place, one customer at a time. Let’s explore some key takeaways from a recent conversation between Black and Ramon Ray.
From Sales to Service
Black began her career at a young age, working in various business ventures, including multilevel marketing and corporate pharmaceutical sales. She learned the value of customer experiences early on, taking a unique approach to customer service that set her apart from the reset. For Black, it wasn’t just about closing deals; it was about nurturing relationships and creating exceptional experiences for her clients.
People began to notice Angela’s success, and they couldn’t help but ask, “Angela, what’s your secret?” Her response was simple: “I’m just doing my job.” Yet, she realized that not everyone was “just doing their job” the way she was. Black went above and beyond for her clients, whether it was showing up early, staying late, or remembering personal details about them. This dedication to her customers earned her awards along with unwavering customer loyalty.
After experiencing the volatility of corporate life and facing layoffs four times in her career, Black decided it was time for a change. Having acquired a wealth of knowledge and experience, from training sales reps to managing them, she decided to translate her expertise into helping businesses create outstanding customer experiences. Although she focuses primarily on six- and seven-figure businesses looking to scale, Black aims to help small businesses, too.
Great Service Starts With Great Policies
When you think of businesses with exceptional customer service, what comes to mind? For Black, Chick-fil-A is a perfect example of a company that trains its employees from the top down to deliver excellent customer experiences. When you say “Thank you” to a Chick-fil-A employee, the response is consistently “My pleasure” — and those two simple words leave a positive impression as you sit down with your meal.
Chick-fil-A’s success in customer service didn’t happen by accident. Careful planning, training, and execution has created a consistent experience across restaurants — so whether you visit Chick-fil-A in your hometown or while traveling across the country, you can expect the same level of service.
For businesses to succeed in the same manner, creating and adhering to well-thought-out customer service policies is crucial. Having such policies in place ensures that every team member knows how to handle customer interactions.
Consistency in customer service policies is not just about managing everyday interactions; it’s about setting a standard that customers can rely on. Black encourages businesses to ask themselves how their representatives should speak to people and what steps they should take to ensure a uniform customer experience.
The Impact of Premium Customer Service
One of the notable advantages of providing premium customer service is the ability to charge higher prices. Black points out that, depending on the industry, businesses can capitalize on their exceptional customer experience to increase prices.
For example, a restaurant with a consistently excellent customer experience and a line out the door can justify raising its prices.
The same principle applies to e-commerce businesses. Suppose you’re running a T-shirt business with an average customer experience. In that case, improving it can lead to customers raving about your products, resulting in higher demand and the possibility of raising prices.
Delivering Great Service: Large Vs. Small Businesses
Large businesses face the challenge of maintaining consistency across various locations and departments. Black notes that creating uniform customer service policies in a multi-billion-dollar company can be a significant undertaking. It requires sending experts to different locations, extensive training, and regular check-ins or secret shopping to ensure compliance.
Black also highlights the importance of positive reinforcement. Recognizing and celebrating employees who adhere to customer service mandates can go a long way in motivating others to follow suit.
For small businesses and solo entrepreneurs, achieving consistent and exceptional customer service can be a challenge. For these businesses, Black offers a 12-month membership program that includes monthly lessons and standard operating procedure (SOP) templates. This program helps to reduce customer churn and re-engage customers who may have left.
Black focuses on businesses making high six to seven figures, as they often face unique customer service challenges as they scale. However, her membership program caters to smaller businesses that may not need one-on-one consulting.
Uplevel Your Customer Experience
Whether you run a large corporation or a small startup, Black’s advice can help you create a customer experience that keeps customers coming back again and again. By creating and implementing well-crafted customer service policies, businesses can boost client retention, loyalty, and referrals, ultimately increasing revenue.
For more information on creating customer service policies for your business, visit Black’s website at www.angelablackcrc.com or contact her via email at info@angelablackcrc.com.
