Why is customer service so important today? Of course it has always been important but ensuring your customers are always happy is even more important now than before.
Why? It is simple – Social Media.
Going viral is a term companies either love or hate. If it is good news or something positive about your business, then going viral is great. However, if it is negative then is can be disastrous, even leading to the demise of the business.
Studies have shown that up to 80% of customers switch brands due to a poor customer service experience. Does that mean it is more important than quality or price?
I don’t believe it is more important than quality, as you must offer the quality that people expect otherwise they just won’t buy your product in the first place. As far as price goes this would depend on your product as some products are very price sensitive BUT it is becoming clear that people are very often prepared to pay more and even accept a lower quality if they get great customer service.
I started off by saying that the greater emphasis on customer service required today is due to social media. As you are aware, social media is used to disseminate information at an increasingly rapid rate and to an increasingly larger audience. So one bad experience shared on a social media platform can reach hundreds or thousands of people in a very short space of time.
Previously when someone had a bad experience they would tell their friends, who may pass it on and probably no more than 100 people, at worst, would hear about it.
What actions do you need to take?
- Ensure that you have a good customer care system in place and everyone is aware of it.
- Have procedures in place to tackle any bad publicity that gets onto social media, so you can combat it and close it down as quickly as possible.
Use the word cloud above to get some ideas on what to get right in your customer service procedure.
Please contact us to discuss how we can help to ensure you always give great customer service.