A recent survey by the American Customer Satisfaction Index found that only 42% of customers who experience poor customer service say something to the business. That means 58% of people walk away, never to return. And an astounding 80% of people who had a bad experience with a business brand or product will not recommend that business to others.
One example of a company that can be highlighted here and is Spectrum which is a telecommunication company, it has more than 30 million users but in 2018, the faced backlash and lost many customers. Spectrum regained its position in the telecommunication industry by providing Spectrum customer service around the clock. Due to improved customer service, they were in the 6th position according to the Customer Satisfaction Index. This implies that customer service can make company progress by leaps and bounds.
Some businesses make it difficult to get in touch with the right person who can help you. But other companies make customer service a top priority. What’s the difference? It’s all about good communication skills.
Role of customer service in producing loyal customers
Customer service is hugely important to any business, but it is even more so in the online world. A lot of customers have limited options when it comes to finding products they are looking for, and many of them will go to smaller businesses that they can trust over big companies if their needs aren’t met by the latter.
However, if you provide strong customer service on which your customers can rely, they will stay loyal to your product or service. You need to offer strong customer support to all the customers and give them a sense of importance if you want to create a loyal customer base.
Once you have a strong relationship with your customers, you will have a strong position in the market.
Increase in sales
Customers act as unpaid marketing agents because they spread the word around. A happy customer is a bridge between you and your new customers. When a happy customer spreads the word around and leaves positive reviews online, others follow and get attracted to your product.
If you get new clients because of your existing clients, you will be able to increase your revenue.
For a successful business, customer retention is a must-have. You spend less on customer retention than on attracting new customers. If you are successful in satisfying your customers, they will buy more from you and stick around. This will help you to grow your business.
Positive work environment
If you have satisfied customers and they trust your services, you will get positive feedback. If your customers are happy, you will have a positive work environment and there will be less stress.
A healthy work environment leads to better results and you feel excited to be a part of such a company where you feel relaxed.
The benefits of good customer service are many, but that doesn’t mean it’s easy to provide. You’ll need to put in the time and effort to be able to provide the best possible service for your customers. If you’re not sure where to start, consider hiring a professional consultant who can help you implement new systems and processes for better customer service.
You need to train your customer service reps properly because they are the ones who will represent your company and if they are not confident enough, you might face issues or the business can get affected by it. A happy customer will not only bring a positive impact, but it will also help your business to grow and be successful.