Think about the last time you had an experience with a business. Would you go back? Did you recommend it to anyone? Was the customer experience satisfactory to your standards or needs? Your own customers are asking themselves these questions after an interaction with your business. Exceptional customer service is crucial for your company's growth. Happy customers bring more business and opportunities. After all, 51% of customers will never do business with a company again after just one negative experience.
In order to provide excellent customer service you need a team that is willing to do just that. This means you need to be picky when hiring a customer service team because they'll need to have plenty of patience, sense of urgency, and dedication.
Check out the benefits of investing in the right customer service team and how it can help your business:
1. Customer Service Represents your Brand and Values
Although you and the members of your team know the value, mission, and vision of your brand, your customers don't. They simply assume these things through your website, social media accounts, and advertisements. Your customer service representative team is the direct connection to your customers. This means they play a big role when it comes to representing your brand.
Without the proper customer service team you have no means of direct communication with your consumer. This team is the one who will help relay your brand image and teach customers about your services and how it can benefit them over your competitors.
2. Happy Customers Means More Business
After a positive experience with a company, 77% of customers would recommend it to a friend. When your consumers are happy they're more likely to spread the goodness with those close to them. Excellent service basically brings you free marketing, it's a chain reaction. Word of mouth is very effective when it comes to spreading awareness about a company, especially after someone can personally speak about their own experience.
It's a natural response when you have a memorable experience with a business. You'll probably discuss it over dinner with others or through casual conversations. You want your close ones to have the same pleasant experience with a brand you trust. One positive experience can have a lasting impact on a customer.
3. Good Customer Service Creates Loyalty
Once a customer has a positive experience with your brand, chances are they won't be looking anywhere else. Creating a memorable experience for your consumer will keep them happy and satisfied. Loyalty is created by trust and when your customer service team is able to effectively service a client, it'll create a positive experience that the customer will never forget. It's easy for your consumers to read about your brand values, but an effective customer service team will work to make this value into a reality for your customers.
4. Customers will Pay More for Better Service
7 out of 10 U.S. consumers acknowledge that they've spent more money to do business with a company that provides great service. Customer service is so important that consumers are willing to pay more to interact with a brand that effectively provides the service. Imagine impacting someone so much that they don't care about going the cheaper route all because of your excellent help. One single positive experience can be the deciding factor for a consumer to stick to a brand, while 33% of Americans agree that they'll consider switching companies after just one single instance of bad service.
5. You'll Stand Out from the Rest
No matter what industry you're in, you'll always want to standout from the competition. Although second-best is not necessarily bad, it's not great. You want to be better than every other company who is within your industry and you want your customers to know it too. This will help with customer loyalty and keep them constantly engaged with your brand.
Customer service can be a crucial differentiator for your company. Think about the numbers mentioned above, people are quick to switch companies after just one bad experience. That means if you provide excellent customer service you'll not only retain your customers, but you'll bring in your competitor's customers as well.