The digital age increases the need for stand-out customer service. Whether serving customers online or inside the walls of a brick and mortar establishment, what customers experience is vital for business. Maintaining contentment among their customers increases the success and expansion of a company.
Word-of-mouth spreads customer service experiences like wildfire. If a client does not feel heard or is dissatisfied with the way a purchase is handled, it is likely to be rehashed. In fact, “60 percent of consumers share a bad experience with others.” Consumers value the reviews of others in making their own decisions of where to shop.
When clients are treated well, they don’t need to look elsewhere. Competing companies do not have much sway if customers are already content with where they shop. Therefore, it is crucial to listen to the customers. Why do they keep returning? What are they saying? What do they wish would improve? Being attentive and responsive can help guarantee that customers are satisfied.
It’s necessary to identify goals for customer service and measurable ways in which to determine their success. It’s easy to become overwhelmed by the endless possibilities for which goals to set and how to discern if they’re being met. The S.M.A.R.T. system provides a framework for getting started. The acronym encourages goal setters to create targets that are: Specific, Measurable, Attainable, Relevant, and Timely. When customer satisfaction goals are formed around this five-point criteria, gathering evidence and measuring success is straightforward.
Companies rely on customers to provide income and success for their businesses. Therefore, meeting customers’ demands and offering excellent services should be a top priority. A constant evaluation should take place so that a company can see if customer service goals are being met. When these goals are accomplished, the company should begin to see progress and growth. This, in turn, contributes to sales revenue.
Not surprisingly, “92 percent of consumers trust recommendations” made by people they know. When happy customers surround a company’s brand, their loyalty extends to others around them who want to get in on the buzz. Advertising does not seal the deal for increased and stable clientele.
How a company sells more than just a product, has the power to set their brand apart from the rest.