9 Benefits of Providing World Class Customer Service
Good business owners know that attracting new customers is a key part of a successful business. However, there’s one aspect of customer relations that’s arguably even more important — fantastic customer service.
Being able to consistently bring in new business won’t do you any good if those people never return. Worse, if they don’t enjoy their customer service experience, they might discourage other people from patronising your business as well.
A happy customer is an obvious benefit of providing fantastic service, but that’s not the only positive result. Here are 9 benefits that come from providing world class customer service.
1. Customer Retention
This first benefit seems like one of the most obvious results of a great customer service strategy. Customers who feel valued and appreciated are far more likely to become repeat customers. They’ll continue to come back, time and time again.
If your business has awful customer service, they might not ever return at all.
It costs a lot of money to attract new people to your business. Loyal customers, however, don’t cost a pound — and they’re far more likely to spend money.
2. Brand Awareness
If you’ve ever conducted a survey, you’ll know that there are two types of people who are most likely to respond: people who were very unhappy with their experience and people who were thrilled.
The same goes for conversations people have about the customer service they receive. If someone hated an experience, they’ll probably tell everyone they know. On the other hand, though, they’ll also tell their networks if they loved it.
If someone is particularly impressed with your customer service, they’re more likely to get your name out to their networks, increasing your brand awareness.
3. Increased Referrals
In the same vein, that word-of-mouth marketing can also lead to increased referrals to your business. People won’t just talk about it — they’ll tell their friends to come to you for their needs instead of to your competitors.
Never forget that word-of-mouth marketing from happy customers is completely free. People also tend to trust their friends way more than they trust an ad that they see on their phone, no matter how targeted the advertising is.
You never know when you’ll reach a new loyal customer through someone who was so impressed by one visit they told all their friends.
4. Reduced Customer Churn
What if the opposite happens? What if you have no customer service in place and a customer leaves completely dissatisfied?
In that case, you can experience what’s called customer churn, when a former customer ends their relationship with your business. Not only will they end their relationship with you, but they’ll discourage their networks from doing business with you as well.
Having truly world class customer service can help to decrease the instances of this.
5. Morale Booster
Most of the benefits of customer service are focused on your company’s bottom line and relationship with your potential and current customers. There’s another benefit that people often forget — the morale of your employees.
Employees want to be proud of where they work and know that they’re helping to provide people with a great service. Hearing people praise your business, either in person or online, can help employees take pride in their workplace.
Happy employees, of course, help to create a more positive and productive workplace environment. It’s a win in more ways than one.
6. Advantage Over Competitors
Providing your customers with fantastic service will also give you an advantage over your competitors.
It’s logical that if a customer is consistently coming back to you for their needs, they’re likely not going to your competitor. If you’re better at retaining business, this can give you a competitive edge in the market.
It’s even less likely for customers to go to your competitors if they feel like they’ve created a positive relationship with your business.
7. Stay Competitive
Another benefit is being able to stay competitive even if your prices are higher.
With customers able to compare prices and bargain hunt easier than ever now, it can sometimes be difficult for businesses to get by if their products or services are necessarily more expensive. However, that’s starting to change.
Studies show that by 2020, people will rank customer experience as more important than price or product when it comes to differentiating between businesses. If you start working on your customer experience now, you’ll be ahead of the curve later.
8. Be Unique
Take a look at the news or your social media feed. How often do you see people complaining about large corporations that don’t care about them anymore?
No matter what the size of your business is, creating a fantastic customer service experience can help to combat this. When customers receive great service, they feel as though they’re a valued part of the business-consumer relationship, instead of just a potential profit.
Basically, your service alone can help you stand out from the crowd.
9. Higher Revenue
Finally, all of the benefits that we mentioned above can also translate into higher revenue for your business. Repeat customers who are happy to sing your praises are a fantastic source of income and creating a unique brand that stands out from the crowd will help to bring in new customers — without spending extra money on marketing.
The quality of your customer service experience could literally make or break your bottom line. Letting your customer experience fall by the wayside could result in losing out on potential business.
Create A World Class Customer Service Experience
There’s no reason to risk losing potential customers because your customer service experience is behind the times. Not sure where to start? Not to worry. We can help you create a world class customer service experience.
In the nearly twenty years that alldayPA has been in business, we’ve become the UK’s leading telephone answering provider. Whether you’re looking for a simple telephone answering service, a virtual receptionist, or an outsourced call centre, we can help you get a system up and running.
Choose the package that’s right for you today.