As statistics say, about 86% of customers come back to buy goods or services if they’ve got a positive customer experience. It’s simple. If you can help your target audience to deal with all the issues they face, they’ll become your loyal clients.
If not, customers will leave your organization and look further for the one where they will get high-quality customer support. Many business people focus on marketing, product promotion, and other aspects and forget the importance of customer service.
Yet, you take risks to fail if you don’t include customer service in your list of priorities. So, how important is customer service to success in business? Let’s start and find this out!
Top-Quality Customer Service Helps To Promote Your Brand
As has already been said, satisfied buyers always come back. But it isn’t the only advantage of high-quality customer service. Happy customers recommend products and services to their friends and relatives.
So one of the most effective marketing tactics is referrals provided by happy clients. Moreover, it’s one of the cheapest ways to raise your brand awareness. An analyst, Esteban Kolsky, has discovered the following tendency: over 70% of clients tell about their customer experience to at least 5-6 people.
If a customer has a negative experience, they are likely to share it with over 10 people. Now, you know that good customer service investments can bring many benefits. Do your best to satisfy your clients’ wants and needs, and they’ll tell about your brand to the whole world.
What happens if the customer isn’t satisfied with the service? Bad service results in customer churn. Over 60% of B2B customers leave the company. This means that your revenue decreases. It’s much easier to prevent such unwanted consequences by keeping your clients rather than attracting new ones.
The Better Your Customer Service, The Higher Your Company’s Revenue
The main goal of every business person is to get more profit. According to statistics, over 60% of companies that take care of their customer service achieve this goal within a short period. So, if you can’t make it excellent at once, do your best to improve your current customer service.
Believe it. Your existing customers will definitely appreciate it. Most clients are ready to pay more for high-quality customer service. So, it’s possible to track the connection between the company’s revenue and good customer service.
Invest In Customer Service Tools – Enjoy An Increased CLTV
What does CLTV mean? It’s the lifetime value of the customer. It isn’t a secret that satisfied clients make purchases several times more frequently than not engaged customers. How can you distinguish highly engaged customers from others? It’s as easy as ABC.
If a customer is engaged, they interact with customer support specialists often. Those organizations that can boast dedicated customer service get more loyal customers within a short period. Such customers communicate with team experts directly and use information guides provided on your website.
When you improve your service tools, you contribute to high customer engagement. You need to think about how to personalize your customer experience and meet all the needs the best way.
To do this, it’s essential to understand your target audience. Make customer service importance one of your main priorities, and you’ll definitely increase your customer lifetime value.
Improve Product Quality According To Customer Support Representatives
One more advantage of good customer service is the possibility to learn more about buying preferences of your clients. Representatives of customer service communicate with clients regularly. As a result, they know what clients like/dislike about your goods and services.
Why is good customer service important? There is no need to survey customers – just go to your customer service representatives who interact with clients daily. They can tell specialists from other departments how clients perceive products/services and what they’d like to improve.
Final Thoughts
The competition in today’s market is fierce. As you can see, customer service is one of the most valuable business elements. So, how customer service affects business? The better your customer service, the more highly engaged customers you have who buy more and bring you more profit.
“How can I increase my revenue?” – The most effective and cheapest way to do it within a short period is to invest in customer service tools. So, make your clients happy, and they will help you to achieve your business goals faster. Being competitive isn’t that hard if you know how to set priorities the right way.
Ella Marcotte
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