Think about the last time you went into a store and received great customer service. How did it make you feel? What was your experience like?
Surprisingly, most companies, even the more established ones, tend to overlook great customer service and don’t make it a priority, which is often the reason why the business might fail.
Customers are the heartbeat of the business, without them, you have no business – therefore, building and developing healthy relationships with them is crucial to the success of your business.
As a business, it can be challenging at times to believe the customer is always right. But if you are a serious business and want to succeed in what you do; you should reconsider your business’s priorities.
12 Reasons Why Good Customer Service Should Define Your Business
Believe it or not, improving your customer service could be the solution to many of your problems.
Below are 12 reasons to gain a better understanding of why excellent customer service should be part of your business:
1. Customers will always remember
People will always remember if your customer service was really great or really bad.
They say first impressions are everything. And most of the time people don’t give second chances. So making sure you leave a great one is vital.
As a business, you want long-term relationships, not one-time relationships.
2. Great customer service builds trust
These days, people will only stay loyal to a company if they have very good reason to. Otherwise, you may be losing your customers to your competitors.
As a result, you have to work even harder to keep customers and build their trust in your brand.
By providing great customer service, you will not only increase trust, but you will stand out from your competition.
3. Excellent customer service improves public persona and strengthens your brand
In this society nowadays, reviews are everything. People rely on sites like Yelp or Google to let them know where to eat, shop, buy, etc.
If you are a company with low ratings and bad reviews, chances are people will not want to visit your business.
If you want your reputation or the strength of your brand to blossom – you absolutely have to ensure a high quality of customer service.
4. You gain long-lasting relationships
If you offer great customer service, your customers are far more likely to stick around and use your business any chance the moment arises.
Customers are more willing to work with a business that they’ve had a great experience with before than to find someone new.
5. It is a great marketing angle
Good customer service is no question a great marketing angle. It is something you can tout in your advertisements which is sure to bring you in more customers.
People like to hear you have a top-notch customer service – anything that can help you with effective marketing is worth the extra effort.
6. It improves employee turnover in your business
Employees pay careful attention to how a company treats its customers. That resonates powerfully with the people.
When they see an employer treating their customers like gold, it delivers a sense of endowment.
When employees, on the other hand, are taught to undercut and discount customers for whatever reason, it does quite the opposite.
7. It shows customers you care
When a business takes the time to courteously and effectively take care of their customer’s issues, it truly shows you actually care about them.
This should not be faked either. You should genuinely care about your customers since they are the center of your business.
Without customers, your business becomes nothing. No sales, no cash flow.
Customers who feel appreciated and special are more likely to refer your business to their friends and family and will keep coming back.
8. It is less expensive to retain existing customers than get new ones
Marketers say that it is seven to eight times more costly to get a new customer than retain existing ones.
Customer acquisition is an expensive exercise. The marketing team has to spend thousands of dollars to attract the attention of prospective customers, nurture them to leads, and close them to sales.
With your existing customers, you already have them, therefore you can use little to no money to retain them.
Some examples of strategies you can do are: sending special promotions and offers via email, use customer surveys to record their demands, use blogs for educating your customers, and measure the satisfaction to check out how happy your customers are.
9. It reflects heavily on your entire business
Everything pertaining to your company reflects upon everything else. You see, if you have good customer service, people naturally assume you have good products.
If you have bad customer service, people naturally assume you have bad products or you just hate working for your company overall.
Even though, as a business, this may not be entirely true, you have to always think both ways and be aware that this is how your customers may think.
10. Good customer service reduces problems
Problems are always going to arise for any business no matter how hard you try to avoid them.
While you can’t run a perfect business with all the perfect customers, you can ensure friction doesn’t become an issue.
If customers know that they can voice complaints and those issues will be handled properly, they will feel more comfortable doing business with you.
11. It helps build brand awareness
Word of mouth is the most powerful ally you have on your side.
If you provide customers with exceptional customer service, your customers will make your business by sharing your business with everyone.
People will talk about you, and word will get around.
12. You will be able to establish new connections
Developing a relationship with clients is golden.
Make sure your site is easy to navigate, user-friendly and contains all product information needed by the customers.
Customer service is everything. Customers are the most important aspect of your business. Without them, your business fails.
It is crucial to remember you must provide and deliver great customer service throughout all your departments.
You can also check out this interesting customer service software for your business.
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Usman Raza is the co-founder of Christian Marketing Experts and marketing strategist working with various brands online, and the content marketing manager of PSD to WordPress and a packaging design company. He is devoted to helping small businesses bridge success gaps by providing in-depth, actionable advice on digital marketing, SEO, and small business growth. Follow him on Twitter @usmanintrotech.