Positive customer service is at the heart of the quality of the relationships that brands can build with the people who buy from them. Without robust customer care, consumers are likely to go elsewhere. Today, expectations are high when it comes to customer care, which is why it makes sense for businesses to invest in supporting this vital function. There are many good reasons to do this - here are a few:
● Embedding customer loyalty. 9 out of 10 customers say that a positive experience with customer service makes them more likely to go on and buy again from a brand. You can also assume that the opposite is true if a customer has a poor experience. It costs money to attract people to your business and nurturing existing customers with great service is much cheaper and more effective than constantly trying to find a new audience.
● Prioritising customer service has a direct impact on profits. In fact, one study found that those that did this saw revenues increase by up to 8%. Customers are much more likely to buy again - and also to report positive experiences to others. Having great customer service is a very simple way to differentiate a brand from others in the market.
● Reviews and ratings really matter today. In fact, 90% of consumers say that they are influenced by positive reviews when it comes to making a purchase. And although we often assume that consumers only go online when there has been a problem and they want to complain, 94% said that they would recommend a business where the service was what they considered to be “very good.” We all tend to trust the recommendations of others - often more than we do marketing and advertising - which is what makes this kind of endorsement so valuable. And it can only be accessed by those businesses that invest in customer care.
● Converting leads into sales. Nurturing a lead to the point of a sale can take time and attention - but most of all it takes care. It’s a lot easier to convert your leads into sales if you have effective customer service in place. More than two thirds of customers have walked away from a sale where they have had a negative customer service experience so it has the potential to make a real difference. If poor customer service is turning customers off from your brand, you can safely assume that positive customer service will do the opposite, establishing trust and credibility and a willingness to buy.
● Reputation and brand perception. When customer care is sound there is more room for flexibility in the brand-customer relationship. For example, 78% of customers will forgive a business for an error if they have been on the receiving end of great service. Companies that are highly rated for customer service tend also to be trusted and have the kind of credibility that establishes a strong reputation.
From profits to ensuring that people return to your brand time and time again, there are many benefits to investing in excellent customer care. Find out more by booking on to our Customer Care Training Course...