An Unforgettable Christmas for Your Customers

The most wonderful time of the year is upon us! At least… for most people. For customer service and customer satisfaction teams, this can be a stressful period. Websites crash, packages go missing, and shipments may be delayed. Long wait times arise as millions of customers search for the perfect gift. During this time, customers are especially looking for a reliable partner.

Customer Satisfaction in November and December

How you manage customer satisfaction during this period impacts your brand reputation and lays the groundwork for future success. Sure, end-of-year sales account for as much as 19% of total retail sales, but customer satisfaction is even more critical. Bad experiences can drive customers away for good.

Did you know that 76% of consumers stop doing business with a company after just one bad experience? A poor phone experience is often a common reason for customers to turn their backs on a business.

Preparing for the Holiday Season

Want to be well-prepared for the holidays? Make sure your team is ready. Analyze contact moments and orders from previous years to predict peak periods. Don’t forget to review feedback from these times. This way, you’ll know exactly what to focus on and can be well-prepared for the holiday rush.

Reflect and Improve

Use the post-holiday period to reflect and learn. What went well? What could be improved? Avoid ending up on your customers’ blacklist due to poor experiences. Rely on past experiences and real data to ensure this is the most wonderful time of the year – even for your customer service team.

Would you like to know how to excel in customer satisfaction year-round, including during the holidays? Contact us for more information on gathering feedback from your customers! We’re here to help.