“Customer service is an opportunity to exceed your customer's expectations”: John Jantsch, Duct Tape Marketing
If there is one word that all employees of an organization should embed in their mind, then that particular term should be ‘customer’. For any entity, serving with a smile and offering the best effort should become mandatory in this competitive business world.
And, when it is about satisfying the needs of the customers, you have to go a bit extra to serve them in the best possible way.
60% of people get influenced by others when they are about to buy
The scenario where your company becomes ignorant
You can always take an educated guess that companies that do not take customer service seriously always end up on the wrong side of the bargain.
It is pivotal for organizations to take the whole consumer support segment sternly as the performance and the results of a company may depend on it!
Yes, the matter can become that serious as these days shoppers prefer and look for entities that provide thorough and flawless service to all their users.
For instance, as per this report, each year companies based in the United States collectively lose around $ 41 Billion in figures because of bad customer support.
Apart from the monetary setback, you might also fail to attract new people or retain your old loyal shoppers, if you hesitate to fulfill the needs.
If you run a business, it is critical that you have to invest time, money, energy, brains, and resources in providing proper customer aid and support to all your clients.
But, if satisfying shoppers and users correctly is the objective, then why you must do it is the million-dollar question. Well, let us find that out, as we are going to share with you the top reasons why providing top-notch customer service is vital for a business to succeed.
1. It generates the goodwill and the trust along with loyalty
“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.” -Chip Bell
Being courteous to your customer means, you are indirectly advertising about how you deal with your shoppers. The process can have a severe impact on your image, as it would encourage more and more people to shop and trade with you.
There is a 60% to 70% possibility of selling to an existing consumer against to a new one: Marketing Metrics
From the above statistics, you can imagine how important a loyal shopper means to an organization. Apart from that, if you ever provide excellent customer aid to any of your consumers, then you are sure to generate positive goodwill with that particular person and around his/her friend circle and family.
He or she can become an organic brand advocate for your business and that alone can bump up your loyalty points in the market.
2. Faster and better solutions with positive results
If you have a competent consumer aid and support team available at your disposal, then you can serve your shoppers in the most efficient and effective way. The number of cases your team solves per day will grow, and even real-time remedies will be possible.
If you can answer people’s queries faster, provide quick solutions to their issues, and rectify any situation rapidly, then you will indeed achieve business growth.
41% of people need a quick response to their e-mails: Forrester Research Inc. 2008
Consumers expect you to act quickly and they believe you should have an answer to their question. In fact, as per a survey conducted by American Express, people hate it when they are put on hold or are told to call back when there is no quick remedy available with a support team.
Hence, you must make sure that your team works hard to solve issues swiftly to obtain business growth and success.
3. You soar above your competition
Happy customers = more business from them (70% of satisfied consumers will trade with you again)
Unhappy customers = no extra business from them (91% of dissatisfied people will never transact with you ever) Source: Lee Resources
The above equation is so simple that even a 5-year old kid can decode and understand. If you provide exceptional customer care, then you will get more orders—and extra recommendations.
However, if you falter, then you will not only face the wrath of an aggrieved consumer, but you will also lose more business—most possibly to your rivals and competitors. Hence, providing good customer support will always allow you to have the upper hand over the might of your opponent.
Also, remember, positive word of mouth can influence more consumers to join you. So, if you provide excellent customer service to one person, you actually beat your opponent to the race when that particular shopper’s friend or family wants to do business.
4. You provide a customer with the best experience and churn business growth
“Without continual growth and progress, such words as improvement, achievement, and success have no meaning.” - Benjamin Franklin
It requires 12 positive consumer experiences to mitigate one negative one: Source
If your shoppers are happy with you, then your whole organization will also have a huge smile on its face. Providing the best experience to your consumers would also make your investors, business partners, suppliers, employees, and your cash registers happy.
The notion is quite straightforward and clear—the more you invest time and money in satisfying your users, the more chances you have to augment organizational growth. And, with it comes profits and revenues.
With a happy and healthy client base, you can easily convenience more investors and open up more segments, branches, shops/offices, and ultimately cover more area than before.
Most of it hinges on how you serve your customers!
5. Even consumers want you to provide them with extra care
86% of consumers will pay extra for a better a customer experience: Source
The desperation is evidently clear; people would cough up the cash if they believe you can provide them with the incentives. You now have an idea that even shoppers want you to give them the best service and support. Money here should not be an excuse for not dishing out relevant care to people, as even that part is automatically covered.
Customers do not want a good experience they dearly need it!
When your users are associating with you, they hope that you provide them with a high level of engagement and experience. Maybe, that alone might have been the reason why they associated with you with full faith in the first place.
Good is not enough these days, as customers want the best and even your company should provide the same if it wants to achieve results and business success.
We hope that you now have an estimate on why providing good customer care is essential to your organization’s success. We wish you all the best and hope that you serve the users with full determination and a beaming smile.