Customer service is a dangerous thing to undervalue. As competitive advantages such as price and location are becoming less relevant, providing excellent customer service and a seamless customer experience are becoming more important. Particularly in today’s era where one bad customer experience can spread across an online community, tarnishing your brand identity in a matter of minutes. A company must remember the importance of every customer interaction, positive and negative, in order to keep the company’s image intact.
To ensure optimal customer service, it is paramount for a company to understand what is expected of them. From consumers expect, and what constitutes as bad customer service. According to a recent American study, 75% of customers believe it takes too long to reach a customer service representative.
On average consumers will wait 11 minutes on hold before hanging up. These times reduced to 5 minutes for online customer service. Poor customer service can be very damaging to the business. 50% of people will scrap a planned purchase or transaction because of bad service. While 51% of customers said they will never do business with a company again after one negative customer experience. As a result $62 billion is lost annually by companies, due to bad customer service.
To make matters worse, this negative customer experience can have a detrimental effect on brand identity. With the rise of social media in the past few years, today’s world is more connected than ever before. Social media outlets provide consumers with a platform to voice their complaints to an increasingly connected online community. The same study shows that the average person will tell 15 people about a poor service experience. Versus the 11 people they’ll tell about a good experience. Therefore it is crucial for companies to recognise the influence of social media. It has and the negative effect poor customer service can have on brand identity.
The study in addition demonstrates how consumers on average are willing to spend 17% more to do business with companies that offer great excellent service, with Millennials willing to spend 21% more. All these statistics combined show how brand and customer service are more intertwined than ever. Companies must be very diligent in how they deliver customer service. Excellent customer service provides the following benefits to a company’s brand identity:
Having excellent customer service ensures helps preserve the brand name. This is important as it improves recognition. It creates trust in your brand, helps support your marketing efforts, builds financial value and inspires your employees.
As the statistics show, having a reputation for providing excellent customer service is proven to be attractive to potential customers. With this better reputation comes increased word of mouth recommendations, which decreases advertising spend, thus helping increase profits.
When your customer service is exceptional and exceeds expectations, customer satisfaction levels increase, and with that comes customer loyalty. Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.