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Companies turn to customer service to get back on track

Poor customer service can ruin a company, driving away business and making it difficult to capture new sales. This is one reason why executives at McDonald's Corp. are renewing their focus on providing outstanding customer service, according to NBC.

Poor customer service can ruin a company, driving away business and making it difficult to capture new sales. This is one reason why executives at McDonald's Corp. are renewing their focus on providing outstanding customer service, according to NBC.

The source notes that a during a recent webcast, company leaders told franchisees that the number of complaints related to poor employee attitudes was rising, reaching 20 percent. Fast food restaurants like McDonald's depend on large volume to make their profits, but bad experiences by customers can reduce repeat sales necessary for organizational growth.

"If it continues to linger, it can certainly have an impression on the brand equity," R.J. Hottovy, senior restaurant analyst at Morningstar, told the source. "When you have bad customer service, it gets noticed right away."

Fortunately, employee reward and recognition programs can help businesses in any industry stress the importance of strong customer service. Reward programs can motivate workers to deliver friendly and engaging service in person, on the phone or through new social media channels. Showing a commitment to delivering better experiences will help boost customer retention. CMSWire reports that a Forrester survey found interactions with firms accounts for about half of brand loyalty.

Using analytics to refine service strategies
With customer service initiatives, employees who deliver outstanding service can be publicly recognized for their efforts. This helps highlight examples of expectations for other workers and creates a culture focused on providing exceptional service. Recognizing employees is just one way to boost staff members' performance, ClickZ states that data analysis is assisting organizations in refining clients' experiences.

Christopher Nash, senior business optimization consultant at Sitecore, told the source that utilizing customer data was especially helpful in creating an effective multichannel experience. Businesses are increasingly relying on social media to reach their audiences and this channel needs to be incorporated into traditional customer relationship management strategies. Using reward programs gives employees the incentive to reply to online posts or participate in discussions to give consumers the information they need.

Analytics help companies gain a deeper understanding of what their audience expectations are, enabling them to develop services that create more satisfying experiences. Focusing on customer service, businesses can build loyal followings, and reward programs are an essential tool to create a corporate culture driven by customers.

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