In a fast paced business world, where thousands of interactions occur all at once, it is beneficial for your business to stand out for exemplary customer service. The quality of customer service can often make or break a sale, or even worse, damage the overall brand.
But why is customer service so important to business? What do consumers truly want when they determine who is best for them?
Long-term, happy customers are the most important indicator of a business’ success. Without customer satisfaction, a business truly cannot survive.
So what factors are customers looking for in their experience with your business? And how does exceptional customer service ultimately benefit your business?
Build a Strong Brand
Throughout a business transaction, there are many obstacles that may arise, putting a setback in the customer’s success. eConsultancy, reports “83% of consumers require some degree of customer support while making an online purchase.” With online transactions becoming mainstream, the opportunity to build a strong relationship with the consumer is at a premium. By demonstrating to the customer that the business doesn’t stop at the sale, but rather goes above and beyond to provide a positive all-around experience, it will build a strong brand. More people will associate great service with great quality products and be more willing to do business with your company.
Beat Out Competition
Many businesses work to beat out their competition by implementing new and innovative techniques. But why not focus your efforts on providing a better experience for the customer to rise to the top? American Express Consumer Report states that “three out of four consumers have spent more with a company because of a history of positive customer service experiences.” When it comes to spending their money, a customer’s trust and relationship with the business is extremely important. Many customers stay loyal to a specific company for years solely because of a first positive experience in the past. Not only does customer service with individual customers have an impact on your business, but also the way your business interacts and services other companies. An endorsement from another company can propel your business and help gain the valuable support of your community within your market.
Gain New Customers
Review websites are a source of information for a customer searching a business online. Social media and review websites create an outlet for a large audience to freely speak their minds about a product, experience, etc.; good or bad. It is more common for customers to review a negative customer experience, further emphasizing the importance of a positive experience! Additionally, positive word of mouth and rave reviews from real world customers advertises and encourages interaction with your business.
Retain Loyal Customers
Customer service can truly make or break a sale for a customer. As Forrester reports, “45% of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly.” Continuing to provide optimal customer service shows past customers that you care. By taking the time to effectively take care of your customer’s issues, questions, or concerns, customers will notice that you truly care. Customers who feel a strong business-consumer relationship are not only likely to be repeat customers themselves, but also encourage others to become customers of your business.
In order to stand out from the rest and become the trusted brand in your market, quality customer service is a MUST. Overall, all customers want the same thing: a great quality product and great service throughout the transaction. But without this great service, a customer may never reach the point of purchasing the product or service you offer. After all, without customers, you sell no products or services.
Customer service is a strong reflection of your overall business; quality of your products, employees, resources, and more. Ultimately, excellent customer service shows that you care! It shows that you value and care about your product or service equally as much as the customers you serve.