From the course: Customer Service: How to Adapt to Changing Customer Needs
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Know what your competitors are doing
From the course: Customer Service: How to Adapt to Changing Customer Needs
Know what your competitors are doing
- One of my favorite quotes is by Doug Warner. "In the world of internet customer service, it's important" "to remember your competitor is only one mouse click away." What he reminds you is that it's your customer's expectations about your business are often shaped by what they experience with other companies. Think Amazon, where thanks to them, everyone now expects their product or service to be delivered tomorrow. Your competitors create an ecosystem of expectations that you need to both understand and exceed. But how? First, try secret shopping. Go in on competitors' website, shop around, chat with their live chat system if they have one. If they do have a live chat, do they use a chatbot? How effective is it? Check out their social media responses. Are they quick and helpful? Place an order and see what their post-sales communication is like. Document everything, and compare it to what you offer your customers. Next, hop online and check out the public reviews of your competitors…
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