Customer service is as vital to your business as any other function that helps keep your company afloat. It comes from every individual in your business, and is the direct link between you and your customers.
It’s important to note that your customer retention plans tie in directly to the level of customer service you’re providing. So, the better customer service you provide, the happier your customers will be and the more repeat business you’ll earn.
Here are 3 reasons why the importance of customer service in business cannot be understated:
Your Brand Image (It Counts!)
Your company will ultimately be judged by those doing business with you, and assumptions will be made about everything you do — from the social media content you put out, to the quality of your services and/or products.
From your dedicated customer support team all the way to upper management, your business needs to project a positive brand image at all times. And to ensure this consistency throughout your entire organization, everyone needs to have a solid understanding of your company’s customer service policy and be on the same page.
Placing the emphasis on providing an excellent and consistent customer service experience will project an exceptional brand image for your company and help attract more of these ideal prospects directly to you.
Referrals: The Continuity of Your Business
Making sure that your customer service staff understands the “why” is key because when customers are happy (or not), they talk!
They’ll likely share their experience with friends, family, and coworkers, and the more times your brand is talked about in a positive way, the faster you’ll be able to grow your business. This is because people will commit to a brand that they like and trust, and receiving these word-of-mouth customer referrals is the best way to grow your business.
Happy Customers Pay More
Whether your product or service is up to par with others in the same industry doesn’t matter all too much if the customer experience you’re providing is superior to theirs. But why is that?
People are loyal to companies that go out of their way to provide them with a good experience.
If you’re providing great customer support along with a good product or service, they’ll likely choose you over a competitor that may have a slight edge over you quality-wise, but provides an unpleasant customer service experience.
To Sum Up
Every business that wants to succeed must put the customer at the forefront in all their planning efforts. Whether it’s allocating funds to a product or service you offer, or you’re planning to throw in some freebies as part of your marketing efforts, the primary focus must always be on providing a quality customer service to not only close the sale, but ensure that you earn repeat business.
Don’t know where to start?
Take what you expect from a company you plan on doing business with and apply those same expectations to your own business. Once you do that, you’ll be on your way to building a loyal customer following!