In today's fast-paced and technology-driven world, it's easy to forget the importance of good old-fashioned customer service. However, excellent customer service is still just as critical as ever. In fact, it could be argued that it's even more important now than ever before. While we believe in advertising…a lot…even we must acknowledge that there are limits to what it can accomplish. The customer experience at your business must be a good one for the marketing cycle to be complete. Good advertising can’t outshine poor customer service.
Here are a few reasons why good old-fashioned customer service is still essential:
Builds customer loyalty
Providing excellent customer service is a surefire way to build customer loyalty. When customers feel valued and appreciated, they are more likely to return to your business in the future. Moreover, happy customers are likelier to recommend your business to their friends and family.
Enhances brand reputation
A business that provides excellent customer service will have a strong brand reputation. When customers feel that a business is genuinely interested in their needs and concerns, they are more likely to trust that business and recommend it to others. In contrast, a business with poor customer service will quickly develop a negative reputation, which can be difficult to overcome.
Provides a competitive advantage
In today's crowded marketplace, providing excellent customer service can be a powerful differentiator. A business that goes above and beyond to meet the needs of its customers will stand out from the crowd and attract more business.
When customers have a positive experience with a business, they are more likely to make a purchase. In fact, research has shown that customers are willing to spend more money with a business that provides excellent customer service.
Improves employee morale
When employees are trained to provide excellent customer service, they feel more engaged and motivated. Moreover, when employees see that customers are satisfied with their work, they are more likely to feel a sense of pride in their job.
Chances are you can think of plenty of examples of poor customer service just from your own shopping experiences. Use those to fuel your passion for making sure your business is different. Take time to objectively assess your business customer service experience and be open-minded as to what you are doing well…and what you aren’t. Remember that with all the technology that surrounds us, it’s still the old toe-to-toe and belly-to-belly conversations that make all the difference.
Pay close attention to how your customers are treated.
How long does it take for your team to answer the phone?
What are the tone and words that are used to greet someone?
Do your employees smile?
Do they listen to the customer?
Do they use common courtesy?
Does your team communicate proactively with a customer and seek to resolve problems quickly?
Do they follow up with customers, when appropriate, after the sale?
There’s never a time when a smile, courtesy, politeness, kindness, prompt response, and problem-solving are out of style. Partner that with an advertising campaign that tells your business’ story and you’ll not be able to keep the customers away.