Tom Gooley, Chief Operating Officer at Cetera, is focused on delivering exceptional customer experiences that drive growth. In today’s fast-paced customer service environment, businesses need to continuously improve the ease with which clients can interact with them. Gooley shares three customer service strategies to help businesses stay ahead of the curve.
The first strategy is to simplify solutions for customers by centralizing and streamlining services. By putting themselves in their customers’ shoes and actively seeking feedback, businesses can identify opportunities to make their services more intuitive and user-friendly. Gooley provides an example of how his company implemented a major investment in their service platform, leading to significantly improved experiences for advisors and increased adoption rates of their portal.
The second strategy is to streamline customer service functions within the organization, ensuring that all processes work together seamlessly. By evaluating and updating processes to make them more efficient, businesses can become a one-stop shop for their customers. Gooley shares how his team audited their content library and streamlined it to provide clients with greater clarity and efficiency.
The third strategy is to always be listening to feedback from employees and clients to create a system that provides consistently high-quality solutions. By training customer service agents to specialize in certain topics and routing calls to the appropriate teams, businesses can ensure that customers receive the support they need quickly and efficiently. Gooley emphasizes the importance of employee coaching processes to reinforce service standards and culture.
As customer service continues to be a key focus for businesses, leveraging these powerful trio of strategies can help improve results for the long term. By simplifying, streamlining, and always listening to feedback, businesses can stay ahead of the constantly changing customer service landscape. For those looking to plan for the second half of 2024 and beyond, these strategies can be instrumental in driving growth and delivering exceptional customer experiences.
