Festival season is officially in full swing! There have been some notable highs (Harry Styles and Shania Twain!) and many lows. Thanks to social media, you can get a front-row seat to the live complaints– sorry, concerts– for free and from the comfort of your own home.
Festival attendees have very high standards this year. Naturally, those with (purchased or gifted) VIP passes are demanding a VIP experience. Much like anything these days, people won’t hesitate to share their not-so-rave reviews when something fails to meet their expectations.
But, the demand for a VIP experience isn’t festival exclusive.
Today’s customers want the VIP treatment from every brand they do business with. While many companies provide perks and go the extra mile for their highest spending and most loyal customers (as they should!), every customer wants to feel important. In fact, 70% of a customer’s journey is based on how they feel they are being treated.
Whether it’s a customer’s first or fiftieth time reaching out to your brand, they want a service experience that makes them feel valued and cared for.
Here are 4 ways you can deliver service that makes all of your customers feel like a VIP - regardless of their LTV! 👇
1. Platinum Personalization
If “VIP Customer Service” were a music festival, “Hyper-Personalization” would be headlining. But knowing and referencing customer information is no longer enough; 70% of consumers expect support agents to know their contact, product, and service history.
For truly personalized support, CX should be tailored to each customer and their history with your brand. When engaging with customers, consider factors such as sentiment, LTV, and previous service interactions and adjust language and actions accordingly. Not only does it demonstrate that you are paying attention to your customers, but also that you value your relationship with them.
80% of consumers are more likely to do business with a company that offers personalized CX. It’s no surprise brands that take a customer-centric approach are 60% more profitable than companies that don’t!
2. Accelerated Wait Times
Long lines and wait times bring down the experience for festival-goers. Can you blame them? Nobody likes to waste their time; especially when they’re at risk of missing Doja Cat’s set.
Much like festival attendees, your customers hate to wait. While they likely aren’t waiting for hours in the heat without access to snacks, the end result is pretty similar; A LOT of unhappy people and public complaints.
With 89% of customers deeming speed of response and resolution as the most important aspects of service experiences, it’s essential for brands to provide quick support.
Realistically, you can’t give every single customer a pass to cut the queue, but you can leverage AI automation technology to reduce overall wait times.
Some solutions can even route and prioritize support tickets to ensure customers with a high LTV or time-sensitive requests can get the help they need more quickly.
3. Access to 24/7 Support
Your customers’ problems don’t become less important outside of business hours. Whether they are contacting you at 2 pm on a weekday or 4 am on a Saturday, they should be able to get ahold of your brand.
4. Afterparty Perks
The VIP experience doesn’t have to end when a service interaction is over and the ticket is closed. Keep the party going by dropping fees or providing store credits, discount codes, free shipping, or other offers. Work these perks into your policies where appropriate or empower your agents to distribute offers as they see fit.
Delivering VIP service at scale doesn’t have to be a huge undertaking. Customer-centric policies paired with the right helpdesk and AI automation tool can ensure every customer feels ✨special✨.
High-quality service experiences will keep customers coming back for more; it is ultimately what turns 96% of consumers into loyalists. On the flip side, failing to provide CX that leaves customers feeling valued comes at a cost; not feeling appreciated is the number one reason for churn.
Not every festival goer is going to have a VIP experience that meets their expectations, but with the right practices and tech, your brand can give every customer the VIP treatment.