Excellent Customer Service = Growth

Excellent Customer Service = Growth

Customer service is all about putting your customers first. It’s about the experience and relationship a
customer has with a brand. Companies that want to boost their revenue growth understand that this
means more than providing answers, solving customer’s problems and responding to complaints.

Ninety percent of Americans report using customer service as a factor in deciding whether or not to do business with a company. That means companies who fail to meet the expectations of potential customers may never even make that first sale.
On the other hand, organizations that put effort into building a strong culture of excellent customer service can expect to see growth. Three of these areas for maximized growth are retention, sales, and products/services.

Improve Customer Retention
Any basic business class with teach that acquiring customers costs more than retaining existing ones. For growing businesses, with limited time and resources, customer satisfaction becomes even more important. Providing amazing customer interactions reduces customer churn that you simply can’t afford. Offering fast, helpful customer service is critical to customer retention. Happy customers can be some of the most effective advertising for any business. Companies with an amazing customer service culture will have an open door to turn first time buyers into loyal customers then into brand ambassadors.

Increase Sales
Customer service isn’t solely about retaining customers it’s also an effective way to increase sales. A recent report determined that 86% of consumers are willing to pay more money for a better, friendlier, more welcoming experience.
Keeping in mind that both prospective and existing customers have questions, the customer service experience begins with that very first contact. If a potential customer can’t easily locate the answer to a question or receives poor support when reaching out, they are likely to shop elsewhere and give your company a negative review. Providing stellar sources for online support is an ideal way to save your sale. Give your customers and prospects the information they need, when they need it.

Provide Better Products and Services
Whether you have three people or 30 on your support team, they’re a crucial link to the outside world. Unlike product management or marketing teams your customer service agents talk to real customers on a daily basis. A good customer service application combined with an effective CRM system will allow you to capture customer feedback in real time and send that feedback to the appropriate decision maker for review. If you categorize your call reports carefully, you can see what modifications and features customers have requested. These insights from frontline employees should be considered when making decisions on how to upgrade or improve business offerings.

Final Word
One way to stay at the top of the customer service experience is to earmark a portion of retained earnings for expanding the necessary resources. Maintaining a FAQ page is encouraged, but providing a variety of ways to access live customer service ensures customers can reach you in the way they prefer. These platforms should include phone, email, live chat, and even social media. Clearly posted availability of agents and turnaround time for virtual communications will help your customer set realistic expectations for your company’s communication style.
Investing in your company’s culture of customer service with open with the door to growth
and sustainability in the marketplace.
Contact us today to schedule your Discovery Session and learn methods for improving your
customer service offerings.