As it turns out, trust isn’t just a feeling. Our brains have a lot to do with that.
The brain chemical Oxytocin (OT) has come to be known as the “elixir of trust.” While there is a lot of false hype behind its magical “potion” powers, the Association of Psychological Science does state that increased levels of OT have been associated with greater caring, generosity, and trust. The question becomes, as a business technology provider, how do we engage appropriately to release this “elixir of trust” inside our customers’ brains?
Consider this (and it should come as no surprise). According to Deliotte Insights, providing a high-quality customer experience emerged as one of the key trust-building domains for both surveyed technology end users and B2B purchasers. B2B purchasers who very strongly agreed that the brand provided superior customer service were more likely than average to have paid more for the brand’s products and to have gone out of their way to purchase from the brand.
What does a superior customer service experience look like at Datamax? What are a few of the key characteristics? Here’s a few examples, all from this month’s Rave Review.
5 ways we deliberately deliver a high-quality customer experience (and ultimately earn client trust):
1. We put in the effort.
In Little Rock Account Representative Dave Duke’s case, that meant crisscrossing backroads and dirt roads from Southeast to Northwest Arkansas to meet with every office location of a Nursing Home Management Group. The extra effort (and the approximate 3,000 miles) he put in to personally meet with end users and local managers did not go unnoticed by this new client.
“They couldn’t believe it. They were very impressed because no one had done that with them before. Most of the time, an assessment like this was done over the phone,” Dave said. “They welcomed me with open arms. They felt like, hey we have somebody who cares, someone who will show up and ask questions and address our needs.”
2. We show empathy.
Little Rock technician Beate Hall is an expert at delivering empathy. The ability to see things from a client’s perspective helps bolster the opportunity to educate, to better serve, and create above-average satisfaction.
“Customers don’t want to be ignored. They want to be taken seriously,” Beate said. “I’ve been treated well and bad… which way did I like? I believe in paying it forward. Not only does it make their day. Eventually, it will come back to you.”
3. We embrace training and education.
- One example? The Arkansas service team’s recent 7th straight attainment of the Konica Minolta Pro-Tech Service Award.
- Another? Our IT Services team’s 16 straight year of being named a Microsoft Gold Partner. Read more about that here.
4. We showcase expertise.
DFW Service Manager Shawn Hay (and East Texas Service Manager Justin Harper) put themselves in extremely rare company when they were both named Master Level Technicians through Canon’s ATSP Program. Just how rare? They are two of only 10 in the nation!
Read more about Shawn's Haymaking ability here.
5. We embody trust-inducing qualities.
Want to even touch a company’s network? Better have trust. How does Lee Wise embody trust? In a word, honesty. It’s a number-one driver for him when it comes to earning the trust of his Managed IT clients in Texas and Arkansas.
