Customer service is the new marketing as believed in today’s business world.
And why not? With today’s interconnected world where everyone knows what you’re doing even before you’ve actually done it, every business move is subject to microscopic scrutiny—by the whole world no less. This means that treating your customers right is the way to go.
This has prompted you to consider putting in place your company’s very own customer service program. From email, Facebook, and a 24/7 call center service (among others), you feel that it’s time that you pay close attention to your clients. While you’re weighing the pros and cons, here are a few vital stats to help you out.
If you’re wondering if it is really worth the investment, consider that around two-thirds of customers are willing to spend an average of 13 % more on a company that has an excellent customer service program.
On the flipside, the 2012 American Express Global Customer Service Barometer likewise reports that a whopping 55 percent of clients won’t hesitate to stop patronizing a company that has poor customer care. Translation: great customer service means more loyal patrons while poor service nets an ever greater loss. Ouch!
When it comes to your call center channels, believe it or not but 78 % of clients still prefer to use the phone to reach their favorite company—this despite the enormous growth of other channels like email, and the ever-growing social media boom. Speaking of social media, clients use these mostly to complain about poor service or unresolved issues or, on the contrary, praise stellar client care. And remember what we said about social media putting anything and everything under the global spotlight?
So if you ask us, we say go ahead and put that customer service program—contact center and all—in place. It could just be the ticket for your business to hit the big time. Do it right and you’ll definitely get there.