If you don't know who they are how can you serve them?
Who are your customers? Do you know what they want? Do you know what they think about you and your products and services? If you don’t, you have some work to do.
Your company probably has great customer service, right? Most companies actually fail to live up to customer expectations, and are instead totally overestimate how good their service is.
Customer Service is important. It does, in fact, make a difference and can be the distinction between a loyal customer and one that says “good bye and good riddance.” Many companies wrongly focus on one aspect of customer service and pride themselves on their mastery of it. These 5 tenets must all be in place for customer service to succeed.
According to a 2012 report by Echo Research, “two thirds of consumers state that they are willing to spend more with a company they believe provides excellent customer service.” Conversely, the report states, “over half of consumers have intended to conduct a business transaction or make a purchase, but decided not to based on a poor service experience.” The simple truth is that customer service affects the bottom line and business managers can no longer afford to ignore the roll of the customer experience.
Good customer service encourages complaints. Research shows that complaining customers are overwhelmingly loyal and sincere. They are complaining to you because they care about your business and about the service they receive. They intend on doing business with you again in the future, and they want you to set things right. The final result should be loyal customers who freely proclaim: ‘Wow! We got more than we expected.
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