Mind The Customer Service Gap
In the introduction we explained that great customer service from small online retail stores is the thing that will get them maximum customer loyalty — with minimum effort. Ultimately, that means a more profitable web store.
To help you get there, we developed three principles. Adhering to these principles will help keep your eye on the most cost-effective path to customer satisfaction and loyalty. We’ll introduce them to you briefly below.
But first, check out that stat in the image above: 80% of companies believe they deliver “superior” service, but only 8% of their customers agree. That’s just one part of what’s called the “customer service gap model” — a proven service industry standard for assessing the gaps between service expectations and delivery.
We’re going to focus on two things for the small online retailer:
The gap between what we think is good customer service and what our customers see as good customer service.
The gap between what you as a store owner may think you need to do to deliver great customer service and what you actually need to do.
We want to help close and avoid both of those gaps. Along the way, some things may push you out of your comfort zone. But that’s where the magic happens. At the stage of business you’re in, we know you can handle it.
After a quick look at the principles, we’ll take a reality check on your customer service ambition, then get down and dirty with satisfaction and loyalty, and we’ll bust some myths along the way.
Sound good for now? Then let’s roll!