Even if you have an incredible product range your customers will only truly love your business and stay loyal if they enjoy excellent and consistent customer support.
You only have to think of some of the experiences you may have had as a consumer to appreciate that you always remember the businesses that treat you badly and if you get treated like royalty that is a feeling that stays with you.
If you want to enhance the reputation of your business and provide an excellent customer experience that breeds referrals your focus should be firmly on trying to offer good product support.
Here are some suggestions to consider:
- Stand out from the crowd
Offering every customer a good experience is a real no brainer that can only improve your business prospects but the aim should be to push the boundaries and aspire to offer a truly exceptional level of service.
There are many companies offering good customer service and product support but a much smaller percentage who manage to keep every customer happy and feeling valued.
When you consider that customers tend to increase their spend as your relationship evolves it makes sound commercial sense to try to offer a consistent level of service that always tries to exceed their expectations.
- Good customer support is a culture
If you take the narrow view that customer support is confined to the one department that is specifically created to operate the frontline and liaise with your customers that could turn out to be a shortsighted and costly view.
You will almost certainly discover that in order to achieve excellent customer service it will require every single member of staff to be on-board.
Great customer support is a culture that needs to run through the entire business if you are to truly shine in every aspect of your products and service.
- Giving you an edge in a competitive environment
Another compelling reason for trying to achieve a gold standard level of customer support is that companies with a strong reputation in this department tend to enjoy a lower level of customer churn.
It costs a lot more money to acquire a new customer through marketing spend and manpower than it does to retain and nurture the ones you already have.
Thanks to digitalization, consumers are savvier and more cost-conscious than ever before which can have an impact on customer retention figures, however, it should be noted that pricing is not always the key reason for not retaining a customer.
Poor customer service is regularly cited as a primary reason for customers deciding to shop elsewhere. This is why you need to concentrate on doing what you can to create a culture that runs through the entire business where a top priority is always to behave and take actions that are orientated toward the mantra that the customer is king.
What sort of reputation does your business have for customer support?