If you have a business-first approach instead of a customer-centric approach to your operations, this could be your biggest failing. The truth is that engaging with customers is no longer so much about the product you offer as the experience that comes with it. National Accident Repair Group understand this and have embraced it. Here’s why…
8 out of 10 customers report that the experience a business offers them is at least as important as their products. In fact, Google searches for the phrase “customer experience” have gone up by almost 300% in the past 10 years.
In order to retain a competitive edge as we surge towards the 2020s, businesses have grown to realise that their ability to create a customer-centric experience is vital in helping them to maintain a competitive edge.
In an age where digitally savvy customers are better informed than ever about how much choice they have, keeping their loyalty takes much more than service with a smile. It’s more important than ever to create a customer experience that makes them feel special, valued and like a human being rather than a number. 84% of consumers say that if you make them feel valued as a person you have the key to winning their loyalty.
And loyalty isn’t the only thing that you can win. A great customer experience is worth paying for. In fact, 74% of B2B clients and 63% of consumers state that they will be happy to pay more if they know that they’ll get a great customer experience. Furthermore, over 60% of customers say that they will share a bad customer experience with others.
This should demonstrate just how important it is to get the customer experience just right.
So, what does a customer-centric experience look like in real terms? Well, a key part of it is customisation and personalisation. Personalisation isn’t about putting a customer’s name on a generic experience. It’s about putting them in the driving seat. It’s using a CRM tool to track and build upon their prior experience with your brand. It’s using a loyalty scheme that gives them more of what they want, rather than giving them what’s easy for you to give.
It’s about recognising their needs intuitively and responding to them appropriately rather than using a “one-size fits all” script. If possible, it involves pre-empting their needs in order to go above and beyond. As you can imagine, this is vital in providing support for those who have been involved in motor accidents and something that is very important to National.
Ultimately, creating customer experiences that build value into your business is about building trust. It’s about establishing yourself as the safest possible pair of hands for your customers’ needs.
In the age of high-profile data breaches, you need to be able to demonstrate that you have a secure infrastructure in place to give customers the peace of mind that comes with knowing that their data is safe with you. This also means being completely transparent about how that data is used and stored.
The great news is that there are numerous ways in which you can make your user experience more customer-centric. That’s why National works tirelessly to ensure that they offer the kind of customer-centric experience that generates value for their customers every day. National have built a team, systems and repair network with that at the forefront.
National’s vision for our customers is to provide:
- Customisable IT systems to help digitalise the claim process
- Offer self-service solutions to our customers customer
- Have a secure infrastructure protecting customer data
- Have an experienced team on hand to give support
- Provide new innovative tools to help automate and scale the customers business
- Audit our repair network to offer the best quality repair finish, cost savings and quality control
At National, our customers come first. Speak to us to find out more on our approach to our work, about our repair services and the technology we use.