It might come as no surprise to learn that a whopping 61% of customers say they’d take their business to a rival brand after just one bad experience. One missed call or faulty product and you’d be handing over valuable custom to your competition.
Good customer service has often been the difference between a business’ success and failure. So, what’s changed that’s made it more crucial than ever before?
- The current economic climate
- The power of social media
- The rise of personalisation
The current economic climate
At the time of writing, many of us are thinking of ways to cut costs and manage budgets. The tough economic climate that’s impacting customers all over the world means that, no matter the sector or service, businesses across the board are taking a hit.
With customers spending less, it’s vital you do everything in your power to convince them that your business is worthy of their hard-earned cash. Every purchase is offered the highest level of scrutiny and if anything fails to meet the grade, then you can say goodbye to that sale.
By offering outstanding customer service from the beginning of the customer’s journey to the very end, you’ll give them one less reason to shop elsewhere. Make the wrong impression and you’ll never see them again which is unforgivable when every customer counts.
The power of social media
Over a third of customers share their experience with a brand online. It doesn’t matter if it was a positive or negative experience, they just want to let others know how you did. Social media is by no means a new power for today’s businesses to harness but it’s more powerful than ever when it comes to customers deciding who to shop with.
If you were to book a hotel or choose a restaurant, you’d look at reviews from those who’ve already made that choice. The same is true of every possible product and service you can think of. No matter what you sell or who you sell it too, there will be somewhere on social media or online where your performance is being discussed.
It’s vital you’re aware of where these discussions are taking place. Not every customer who has an issue will tag you directly in their reviews. Research review websites and portals where previous customers may have commented on your performance.
If there are negative comments, try and identify the issue and respond. Prospective customers want to see that you’re taking earlier grievances seriously and you’re using feedback to rectify issues. The worst thing you can do is ignore or delete poor feedback and pretend as though it isn’t happening.
The rise of personalisation
Today’s consumers believe that they are your number one priority. They want a tailored experience that suits their specific needs. Often, if they feel as though you’re speaking to a collective, rather than an individual, then they will take their business elsewhere.
Zendesk found that 54% of consumers say they expect all experiences to be personalised. The keyword here is ‘all’. Over half of all shoppers believe that every interaction they have with your business should be bespoke to them.
On the face of it, you might think this is completely unrealistic. There isn’t enough time in the day to reach out personally to every prospective customer who visits your website. However, there are steps you can take to give the impression that that’s exactly what you’re doing.
By offering outstanding customer service you can show customers that their time and money is valued. Simple things, like a phone call with a friendly voice or targeted email marketing can add a personal touch that really makes a difference.
Do you currently have the tools in place to offer a level of customer service that today’s consumers expect? Remember, just one bad experience, like being left on hold for too long, can sour their opinion of you and drive them straight into the arms of your competition.
One vital weapon in your customer service armoury is the phone system you utilise. Many customers still want to be able to pick up the phone and have their grievance heard. Is that something you can offer? Is their time wasted as they’re passed from one department to another?
CircleLoop is a cloud-based phone system that’s powerful, reliable and easy to use. Whether your teams are coordinating via internal calls or dealing with customer service issues, make sure you have a system in place that gives you the foundation to offer outstanding customer service.
To see how it works, get started with a completely free trial now by clicking the link below.