Behind every successful business are happy customers. Though brand loyalty is hard to come by these days, as consumers are always on the hunt for the best deal, it’s more than just the quality of a business’ goods that keep customers sticking around. According to 91% of consumers, they express they would stay loyal to a supplier after a good customer service call. Even just one positive interaction can lead to a lifetime of business and prove invaluable to reducing customer churn and keeping a strong consumer-base.
Smart business leaders understand the unique impacts that customer service experience has on consumers. Even “small” problems or miscommunications can leave a lasting negative impression on a customer and can encourage them to leave for a competitor. Invest in your own company’s success by investing in your consumers and provide them with the service they need and expect. Opening up as many high quality channels of communication as possible gives customers a variety with which to reach to out. Phone access to call centers remains the most popular method among consumers, but 42% have reached out to their suppliers on platforms other than phone or email. Quick digital access provided by online chats help answer quick inquiries, like order status, while phone access helps to solve deeper issues and simply lend a listening ear to customer concerns.
Consumers expect quality services just as much as they expect quality goods; offer your customers a helpful listening ear, effective problem solving solutions, and polite help when they need it. Take a look at this infographic for more on the power of good customer service, what it means to your customers, and how it affects your bottom line.
Source: Preventing Customer Churn
Brian Wallace is the Founder and President of NowSourcing , an industry leading infographic design agency based in Louisville, KY and Cincinnati, OH which works with companies that range from startups to Fortune 500s. Brian also runs #LinkedInLocal events nationwide, hosts the Next Action Podcast , and has been named a Google Small Business Advisor for 2016-2018.