“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos, Founder of Amazon
Christmas is fast approaching and that means that crazy time of year is nearly upon us. As the holiday season approaches it’s important to remember to keep a cool, calm and collected head. The unique challenges of the months leading up to Christmas can be make-or-break for any business that hasn’t planned ahead and aren’t listening to what their customers’ need during this time of year.
Unwrapping the power of customer feedback during Christmas can be one of the most powerful tools to get ahead of your competition. Simply asking your customers’ for feedback on their experience with a company during the Christmas lead up can provide the perfect opportunity to revamp your business strategy to ensure you are providing the best customer service and experience for increased customers and sales.
Check Out Last Year’s Trends
First things first. There is no point going into this holiday season blind if you have the holiday trends from the previous year. These trends are incredibly important in helping a company understand what they might face this Christmas period and how they should construct their Christmas strategy. Should they increase staff volume to cope with an increase in customer demand, does the method of communication from customers change or maybe you might even see a decrease in activity.
Not only is it important to check the trend’s from last year, but it’s also important to check the customer feedback from the previous holiday season. By checking the customer feedback from last December/January, a company can understand where they might have fallen down in their customer service, the pain points their customers faced and how they dealt with these situations. This is a great opportunity to learn from potential past mistakes and ensure a company is more prepared for the common problems that presented themselves during the previous year.
At Jago, we collate your customer feedback for you, highlighting areas that a company is excelling and areas that might need improvement. This information is stored and can be drawn on at any time for future reference. It is an easy platform that allows companies to file their customer feedback in an easy to understand format.
Make Sure Everyone is Working Towards the Same Goal
Christmas time can be a crazy period, from an increase to customer demand to increase in stock required and everything in between. To prepare for this demand, make sure everyone in the business is working towards the same goal. If one department doesn’t know what another department is doing then they are unable to work cohesively as a team, resulting in an increase in negative customer feedback.
By ensuring the whole business is working towards the same goal, means that every employee can address each situation with all the latest and most accurate information. It also means that every customer is receiving the same answer, no matter who they ask. This empowers your customer service team with a strong understanding of how they should help each customer.
Jago provides the perfect opportunity for a business to determine whether a department might need more training in the lead up to Christmas. The customer feedback Jago provides shows departments that might need to improve their performance and ensure a smooth Christmas period with amazing customer service.
Keep Your Customers Updated
It’s important to make sure your team is working towards the same goal, however, it is just as important to make sure your customers receive the latest information in the lead up to Christmas. The holiday season might mean a change in office hours, increase demand for products or services or even Christmas sales and it’s important to make your customers are aware of these changes and create a positive customer experience.
Advertise your changed office hours, let your customers know that you have increased the number of staff to deal with increased customer demand. The more aware customers are of the changes during Christmas the happier they are knowing that a business cares about them and the better their customer experience will be as they know their chosen company is making changes to help make the holiday season easier for them.
Jago provides an easy Customer Feedback Software that can be implemented into your business strategy almost immediately, meaning you can start collecting customer feedback straight away. The more feedback you receive in the lead up to Christmas the better customer service you can provide for your customer’s as you understand what they need during this busy time of year. This all results in an increase in positive customer feedback and a better online reputation for your company. For more information on Jago, contact us today and book a free demo!