How can you improve your customer service? It might seem obvious that faster response times and human interaction are the keys to success, however taking care of your consumers is far more involved. When you are in contact with a customer, it’s not just a one-off conversation or transaction — it’s a small piece of your relationship as a whole.
People are becoming more and more connected to their favorite brands. For example, the term “lovemark” was coined by Kevin Roberts, CEO of Saatchi & Saatchi, to explain consumers’ loyalty beyond reason to brands. They actually love certain brands and couldn’t live without them. Selling a great product or service is a huge step to finding this brand loyalty, but it wouldn’t be possible without excellent customer relations. In fact, 96% of global consumers say that customer service is an important factor in their choice of loyalty to a brand.
Consumers want to feel valued and appreciated. What better way to show them you care than by doing everything in your power to meet their needs? This includes employing people to personally resolve their problems as well as being friendly and willing to help at all times. As many as 75% of customers would pay more for exceptional customer service. The visual below details vital, data-driven customer service tips to give you insight into the importance of customer care.
Courtesy of Nextiva