Does customer service hold the key to your business success?
Having a bad experience with customer service is never positive; it only puts you off returning to a business because of said service. Maybe you’ve encountered someone with a poor attitude or you’ve had someone speak to you in an offensive manner on the phone: regardless of what it is, you’re more likely to go elsewhere if you’re feeling let down by a business. But, if bad customer service will push customers away, can implementing good service help draw them back to your business? Find out in our latest blog.
How can you increase customer loyalty and what are the benefits of this?
When you’re analysing the overall quality of your customer service, a vital indication of great service is customer loyalty. Customer loyalty is exactly what you think it means; having a group of customers who are loyal to the brand, so they’ll recommend to others and do repeat business. A study recently revealed the a massive 68% of customers leave a brand or service simply because that suffer a bad experience with the company in one way or another. This customer will, on average, talk about their bad experience with around 8 people, but this can stretch to a considerable 25. It’s more common for a customer to talk about bad experiences than good ones.
Retaining customers through loyalty
The first major benefit of providing good customer service is maintaining a high level of customer retention. It’s common knowledge that if you make a customer happy, they’ll return multiple times to do repeat business. For this to become common practice in your business, you’ll need to have well-trained customer service reps who can deal with issues and handle questions on a one to one basis, as this will ensure that their needs are met. Customer service reps who listen to their customers will go a long way in terms of customer appreciation; even if the problem isn’t solved right away, it’s beneficial to the customer as they’re happy that you’re trying to fix their problem.
Improve your employee retention to see the benefits
If you have a good team of customer service reps, who understand that they’re the representation of the company on a one to one basis, then you’ll be more likely to communicate effectively with customers over the phone and face to face. If you deliver the correct training on how to deal with phone calls, you’re more likely to increase employee retention.
Save money through brand ambassadors
Having great customer service can relieve a lot of pressure on your company to attract new customers. Delivering great service will give you a massive helping hand in attracting new clients, as word of mouth is one of the most popular ways of generating business. When you impress a customer and give great service, they’ll tell their friends about your company, so not only are you delivering great service, you’re also moulding your current customers into brand ambassadors, free of charge!
We hope you have a wonderful Christmas, from all of us here at Retail Maxim!