Everyone knows to a certain extent that delivering great customer service is good for your business, but how much and why?
To have a competitive advantage
Nowadays, it’s not good enough to just have a product or service that works, it’s all about how the customer feels about you by how you treat them. If you consistently deliver an amazing customer service experience, they will stick with you through thick and thin and sell you everywhere they go.
“91% of unhappy customers will not willingly do business with you again.”
To save your money
Customers are much less willing to stick with any product/service unless you can deliver not only on what you are selling but on how you support them in their times of need. It is incredibly expensive to acquire new customers and ensuring that they stay by delivering a great support experience can save you vast sums of capital.
“It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.”
White House Office of Consumer Affairs
To make your product or service better
Customers don’t contact you to socialize (well sometimes they do), but they contact you to answer a question or solve an issue they are having with something you sold them. In delivering great customer service, no news is typically bad news unless you are certain by regular customer follow-ups. Great customers are those that are willing to contact and work with you on issues, so treat any support customer interaction as an opportunity to better your service or product. Listen, resolve, then take action.
A typical business hears from only 4% of its dissatisfied customers.
“Understanding Customers” by Ruby Newell-Legner
To make your customer service team happy
Delivering great customer service is not only to keep customers happy but to keep your team happy and sane as well. Happy customers make happy team members which in turn will make a more productive and less stressful workplace for your customer service team.