Customer Experience through the eyes of the Tigers
The sales and service market is changing rapidly. More companies disappear, new ones appear in their place, and the economic turmoil makes customers more and more prudent about spending every penny. So the question arises, how to convince the customer in this reality and make him stay with us (or regularly return to us)? One answer to this question is to take care of the so-called customer experience, that is, the entirety of the customer's feelings in connection with contact with a particular brand. The times when it was almost pushy to push "our" product or service to the customer, supporting this with a traditional advertising approach ("buy because ours is the best") are fortunately slowly passing.
Nowadays, consumers and business customers expect a personalized approach, an understanding of the problem they come with, an answer to their needs and partnership in the process of cooperation.
Contrary to appearances, it is not a matter of blindly following the worn-out "customer is our master."
Customers want to feel "taken care of" - The customer does not agree to be treated like a walking wallet, he wants to be seen as a human being who derives value and pleasure from his contact with a given company. Customers are looking for an equal partner, someone who will help them meet their needs and solve their problems. If you succeed - congratulations! You have a chance to win your position in the market and build a steady circle of loyal and returning customers.
Caringabout the quality of cooperation with customers is in the DNA of every Tiger .
- Partnership is one of our core values. After all, partnerships allow us to be true guides through the digital jungle for the people and brands we work with. Where is the secret of our success?It is in our unique approach and listening to the needs of our clients. We build our relationships with them on the foundation of the philosophy of Joey Coleman, industry expert and author of the bestseller "Never lose a customer again." 🐯 You can read more about the process in our CEO Karolina Kawska's article "What exactly is Customer Experience?"
Another pillar of our cooperation with customers is our unique communication model, which we called "Year of the Tiger."
It's a kind of manual, so that each of our specialists knows what, when and how to communicate in cooperation. This modus operandi keeps clients and Tigers in constant contact, and each Tiger, in turn, has the opportunity to fully engage with the client's business challenges.🐯 Learn more about the Year of the Tiger-based collaboration model described in Dorota Wozniczka's article. How do we know this approach works? From practice and... the high ratings we receive in satisfaction surveys regularly conducted among our clients.
In the last one, held in December 2022, generalized satisfaction was rated by 150 customers completing the survey at 4.55 on a five-point scale.
Better and better results act on Tigers like a self-perpetuating wheel - specialists care about the customer experience, the customers in turn give positive feedback, and this again drives Tigers to work even better. 💪 Social media speculator Grzegorz Chojnacki shares his recipe for success, as he held a Tiger statue in his hands in Q2 2022 - a symbol of getting the highest ratings in customer satisfaction surveys.
"When dealing with clients, I focus on getting to know their products in depth, so I can often feel like a member of internal teams and work together to develop tailor-made solutions for their businesses. Additionally, in both my personal and professional life, positive relationships are important to me. The business aspects are the most important, but I always try to make all parties feel good about each other."
Good relationships based on transparency, partnership and commitment give clients a real sense that we are their guide through the digital jungle. As a result, they believe in our recommendations for running their business and trust that the proposed expansion of services or introduction of new solutions will bring them tangible benefits. This is also what one of our clients - the BeActive brand - did, who, on the wave of positive experiences related to current performance-content cooperation, trusted us with additional activities. That's how we jointly went beyond digital and joined in supporting the brand's promotion campaign in a new locality, as well as extended services to support marketing automation. 🐯 s ee how Tigger support BeActive - learn about our case study!
The important thing in the process of developing the customer experience is to constantly improve this area, as well as to learn from mistakes.
That's why, even when cooperation doesn't go our way, we analyze every stage of it, talk to the customer about the reasons for his dissatisfaction, look for weak points in service and draw appropriate conclusions, so that it is precisely these areas of cooperation that we learn to take better and better care of. "First of all, it is necessary to maintain a positive attitude. If we approach an 'uncool' customer with a negative attitude that it will be a tough cooperation, nothing will surely come out of it. At Tigers, we have great specialists, and even in the case of difficulties, we can count on help and suggestions from other team members on how to handle the case." This kind of action is also part of the rhythm of Tigers' work - after the end of each cooperation we have a conversation with the client, which allows us to work through the areas that didn't work as we would have liked in a given cooperation.
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