In today’s uncertain climate, Importance Of Customer Service In Businesses are becoming two very hot topics. As countries start going into lock-down, closing all shops and businesses, people are forced to stay at home and are doing all of their shopping online.
As much as consumers understand that times of crisis mean it’s not business as usual, communities coming together and word of mouth traveling much faster are likely to keep consumers’ expectations at a high level.
In 2020, purchasers are empowered like never before, and delivering great customer experiences now can help businesses drive loyalty and revenue in the long run. Downplaying the importance of customer experience and customer service in difficult times is no longer an option for businesses out there, as the voice of the customer continues to get louder every day.
Investing time and effort into customer experience is usually the main focus of 68% of marketers. As much as we understand it might not feel like the biggest priority right now, it is – here are five reasons why looking after your customers’ happiness is still essential right now.
1- Customer satisfaction is Importance Of Customer Service In Business now than ever before
Customer experience is key to exceeding your clients’ expectations. Brands have to be accurate, dependable and provide the service they guaranteed. The opportunity lies in the ability to deliver what you promised and surprise your customer with extra care and support.
The main goal is to create a consistent customer experience across all touchpoints to exceed your and your customers’ standards. By keeping an eye on the entire customer journey, you’re making sure that the promise of a positive experience is kept and that you’re offering a superior service.
2- New buyers are more likely to turn into loyal customers
Creating an experience impresses purchasers and ensures that they will keep doing business with you in the future. A superior experience becomes a valued and unique asset for any type of business. Investing in your existing customers will pay off and it’s only a matter of time until you see positive results.
There are a few things that impact a brand’s reputation more than the way it responds to complaints. Customer service is an important part of developing brand loyalty, and the way you respond to unhappy consumers will determine what they say about you afterward.
Ideally, every business would rather have exclusively positive feedback, but unfortunately, that’s a pretty unrealistic goal.
The key to handling negative feedback is to respond politely and assure them that you’re trying your best to find a solution to their issue. Make your customer feel heard and cared for and you’ll find it will pay off in the long run.
3- A community of customer advocates is such a powerful tool
Word of mouth is one of the most powerful tools a company can wish for today. The truth is, that 84% of consumers do not trust adverts anymore. People are now seeking third-party validation when making an online purchase. And that is why customer advocacy is so important.
By being focused on creating amazing customer experiences and the desire for your business to go above and beyond. You’re creating a supporter out of every consumer
4- Standing out is no longer an issue
It is getting harder and harder to differentiate yourself from other businesses when everyone is sharing the same thing online: great content.
But a competitive advantage is huge, and customer experience is the perfect tool to help you stand out from your competitors.
This way, your consumer will no longer compare only products and prices, but also service and user experience.
Customer feedback has become an invaluable tool. If customers couldn’t openly access other people’s experiences with a brand, they would need to look elsewhere quickly to build confidence. Embrace a customer-centric strategy, and stand out from your competitors by making sure today’s customers become tomorrow’s brand advocates.
5- Trusted relationships are so important in uncertain times
In a world where we are being touched by hundreds of brands and adverts every day, how can you build a strong relationship with your consumers? Personalized content and experiences are key. Making each one of your customers feel special and unique will send a positive message: they are cared for and important to your business.
By doing so, you have a better chance of building trust with them, and therefore creating a strong, long-lasting relationship. There’s no doubt customer experience is key to any company’s success, and great customer experience starts with great customer service. With Trust pilot’s Zendesk extension, you can manage Trust pilot reviews from within Zendesk’s customer engagement platform, and make sure you deliver the best experience possible to all of your Importance Of Customer Service In Business.