Kishau Rogers presents Customer Service Trends at the Women Who Mean Business Summit

The Women Who Mean Business Summit is an annual professional and business development event hosted by The Metropolitan Business League.  The event was held in downtown Richmond and includes participation from nearly 400 women business leaders and entrepreneurs. During this year’s summit, our CEO, Kishau Rogers, hosted a session on “A Systematic Approach to Delivering EXCEPTIONAL Client Service”.  On an ongoing basis, the core team at Websmith Group provides exceptional service to tens of thousands of software end-users and enterprises, nationwide. For eleven years, we have maintained client retention and referral rates that are well above the national average for high technology firms.

By 2020, customer experience will overtake price and product as the key brand differentiator (Gartner Research). During the 2015 Women Who Mean Business Summit, Kishau Rogers provided attendees with a systematic approach to developing a customer support model that consistently meets or exceeds customer expectations.  Additionally, ideas and examples were provided on how technology can be used to increase the quality of interactions with clients, deepen customer relationships, and drive operational efficiencies.  Here are a few takeaways from the session:

  • Technology alone is not the answer to great customer service. Understanding YOUR customers, their values and pains is key.

  • If your interactions with customers are primarily reactive, you don’t know them as well as you think you do.

  • There are three common pitfalls to providing exceptional customer service. The Pitfalls are:

    1) Offering the wrong VALUE

    2) Employing the wrong TEAM and

    3) Implementing the wrong SYSTEM

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  • Before implementing customer service technologies, spend more time on customer discovery and evaluating your operations.

  • The top three emerging trends in customer service technologies are smarter self service applications, adopting a mobile-first mindset in deployment of new applications, and technologies which allow proactive customer engagement.

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