Great Customer Service and Great Customer Experience Is Good Business
What is great customer service and great customer experience? Aren’t they the same thing?Great Customer Service and Great Customer Experience Is Good Business is the reason I am writing this blog post.
I do not do business with those that have bad customer service and worse customer experience. So, if you look at my resource lists of companies I use. The first and most important criteria is excellent customer service and support and great customer experience.
Actually, there is a difference between Customer Service and Customer Experience.
But, just know who cannot have a Great Customer Experience with bad customer service. Great customer service is part of Great Customer Experience.
Great Customer Service:
Is taking care of the customers needs. What ever they may be while in your location or on your blog.
If they are in you brick and mortar location. Helping them find what they are looking for, being knowledgeable about the product or products. Offering easy and fast checkout.
If they are on your blog. Answering questions and/or replying to comments and or request. You would be surprised at how many blogs that never correspond with their readers and followers.
And if you have a problem and need a solution to solve it. Or have someone solve it for you.
Whats even better you email someone and they actually email you back with in a few hours not weeks or never.
Or you call and you actually get someone on the phone that can help you and that want to help you.
(Cell phone companies, utility companies and banks offer the worst customer service and customer experience in my opinion on the planet.)
Great Customer Experience:
It’s like being greeted when you walk into a shop, or getting a friendly human on the phone in a short amount of time, or smoothly maneuvering through a pleasingly designed website.
Meaning it loads quickly, the navigation is easy to locate and what you are looking for is easy to find.
Next, there’s the product or service. When either is of good quality for the price, you generally form a favorable opinion and are likely to become a repeat customer.
These elements combined form the total customer experience and its importance can’t be overstated.
Especially if your company is one that does a majority of its business online; a place where you have just a nanosecond to prove to a stranger that you’re worth their time and that you can offer them a positive customer experience.
Regardless of the industry you’re in, improving the customer experience is the key to increasing retention, satisfaction, and sales. The benefits of good customer service take many forms but the best is its impact on your bottom line.
Great Customer Service ties into a Great Customer Experience. So, without
Great Customer Service and Great Customer Experience
The numbers tell the story.
Companies that invest in improving their customer’s experience have seen, on average, a:
- 42% improvement in customer retention
- 33% improvement in customer satisfaction
- 32% increase in cross-selling and up-selling
Perhaps the most eye-opening stat: 86% of buyers will pay more for a better customer experience.
Not moved by the positives? Here’s how a negative customer experience sends the needle in the other direction.
78 % of consumers have backed out on an intended purchase because of a negative experience. [Source: American Express] 91% of unhappy customers will not willingly do business with your company again.
No matter which side of the scale you find to be the most compelling or motivating, data from the White House Office of Consumer Affairs, drive the point further: it is six to seven times costlier to acquire a new customer than to maintain an existing one.
Additionally, loyal customers are worth up to 10 times as much as their first purchase.
Meaning, all those small, early sales new customers backed out of could have generated a significant amount, as in thousands of dollars, in long-term revenue.
People talk. A lot.
With social media and iPhone’s with cameras at the finger tips. Twitter,Instagram, Facebook Snap Chat and many others. Good or bad customer service is instant news that it posted immediately.
As we’ve seen, a positive customer experience impacts your company’s bottom line.
Another way the customer experience can impact your business is the help or harm it can do to your company’s reputation.
A surefire way to earn positive recommendations via word-of-mouth is to deliver positive customer experiences.
In the above mentioned American Express survey, it was discovered happy Americans tell an average of nine people about a good customer experience.
Translation: you now have nine potential new customers coming your way full of trust and a favorable view of your product or service.
Again, looking at the flipside, word-of-mouth can also be a sales killer when you fail to deliver a positive customer experience.
That same study that showed that, on average, unhappy Americans, tell 16 people about their negative customer experience. But, with social media thousands can see it instantly.
Bad news is potentially twice as bad for your bottom line. No one can afford that in the long term.
As we’ve seen countless times, social media is the complainer’s megaphone.
With so many public-facing review sites, it’s dangerously easy for customers to broadcast their complaints and even easier for others to find them.
Loyalty is hard to find, easy to lose.
You want your customers to stay loyal and to do this, you must invest in providing the best customer experience possible.
Making investments in delivering great customer service should not be viewed as a business cost but as a revenue-generating opportunity. The costs that go into developing a better customer experience will come back to you 10x over in sales.
Great customer experience increases loyalty, which is another way of saying: customers remember the experience longer than they remember the price.
It’s all about the experience
There’s no way you can anticipate every customer issue.
You can, however, anticipate the inevitability of there being an issue and make it easy for your customers to contact you.
The ability to be both reactive and proactive in those times you need to fix any problems your customers may encounter will pay off, literally.
By providing multiple ways to solve issues through self-service documents. Like FAQs and knowledge repositories, of through responsive services like email and social media, or live services like chat, phone, and cobrowsing. You’re elevating their experience not just as a customer but as a human being.
What is cobrowsing?
(Agents can instantly see customers’ screens and take customers through complex transactions. Processes, forms, demos, and more using such technologies as cobrowsing software, screen share, and one-way agent video. Chat and phone support can be good starting places for providing a humanized customer experience.)
After all, your customers are like you. They like it when they’re treated fairly and they want to know they’re being heard.
Put customers’ needs at the center of your business and stronger sales will happen. Your reputation will flourish. Your loyal customer base will grow.
Here’s one last motivational stat: 70% of unhappy customers whose issues were resolved in their favor said they would be willing to do business with that company again.
So, the conclusion of Great Customer Service and Great Customer Experience Is Good Business
Without it you might as well close up shop. So, if you are not going to offer Great Customer Service and Great Customer Experience then why are you in business? It’s that simple.0