Customers service. It’s a popular topic of discussion among savvy business leaders and managers. And with good reason. Customer service is your company’s lifeblood. It’s at the center of everything you do in business. And it’s the key to growing your business.
How critical is customer service to growth? Critical. Below are a set of statistics taken from thinkJar’s CEO Vala Afshar’s article in the Huffington Post indicate just how crucial customer service is to companies. The statistics provide some eye-opening insights:
The last statistic is among the most telling. The money spent attracting new business comes directly from your company’s profits. Put another way, providing epic customer service not only boosts your bottom line but also grows your company dramatically, taking it to a new level.
But providing epic customer service is a challenge—a challenge you must conquer to thrive into the future. Below we discuss strategies you can implement to boost business growth with help from customer service. Our article discusses:
Some managers treat new business as a threat. It’s not. It’s an opportunity you must exploit to grow your company. Below are six critical challenges you must conquer to take your business to the next level:
Delivering top-flight customer service can help you beat all six of these business challenges. Doing so is among the secrets to growing your business and surviving and thriving in the future.
Providing exceptional customer support is job one when you own a business. Why—because customers that aren’t satisfied with your service not only broadcast their dissatisfaction they also bolt to a competitor, which results in churn. That’s especially true for today’s more demanding customers.
Below are some additional stats from Afshar’s Huffington Post article that provide some keen insights on churn and its impact on your business:
What these stats show is that If you don’t provide customers what they want when they want it, they’ll bolt. But how do you know when your customer service rocks. Below are six KPI’s you can use to measure customer support:
Keep these KPIs in mind when measuring customer support. Together, they’ll tell you how good your customer support is overall. Plus, they’ll help you gauge what your customers think of your customer service and how long they’ll stick around.
Even if KPI’s say your customer service is excellent, you can always improve it. Bringing in a live telephone answering service, for example, is a cost-effective way to provide a professional voice answering your call 24/7/365. This tactic delivers superior customer service, builds loyalty, and triggers company growth.
Below are ten proven customer service tips designed to help you boost business growth:
Customers complain. When they do, get as many details from them as possible. Let their feedback guide future actions—especially when the feedback rings true. This tactic builds customer loyalty.
Hearing isn’t always listening. So, listen carefully to what customers say their needs are. Meeting them is paramount to boosting customer service, building your brand’s reputation, and sparking business growth.
Fast response times are crucial in some industries. If it’s crucial in yours, train your people to respond promptly but accurately. Research shows that more than 40% of customers confirm that they have received the wrong answer.
There’s a lot of talk about how AI can help companies provide excellent customer service, like with the help chatbots. No matter how efficient technology is, customers still like dealing with people. Use live agents in positions where customers say they want them.
Use tracking technology and a top CRM to learn about your customers. Get to know them personally. Surprise them with customer notes or special product offers, which help turn customers into brand ambassadors.
Never let business matters subvert customer service. If a product breaks, don’t blame customers. Instead, find a solution to their problem. Going the extra mile leaves customers satisfied and delighted by epic customer service.
Great customer service should pair with strategies to position yourself as an industry authority. Knowledgebase articles, technology tips, service updates, special offers, and product tricks, keep customers happy, satisfied, and loyal.
Offering customers a choice is critical. Providing three or more solutions to an issue makes them feel involved. It’s a smart and cost-effective way to boost a buyer’s impression of your customer service.
Savvy companies treat all customers like VIPs. That makes them feel special and that you care about them. Making customers feel that way builds customer loyalty and boosts word-of-mouth advertising.
Automatic onboarding sequences work. But personalizing onboarding drives excellent customer service—especially with emails and special offers. Personalized emails, research shows, have 29% higher open rates and 41% higher click rates. Plus, they deliver six times more transaction rates.
Implementing some or all of the tips provided above can help you provide the kind of customer service that meets your customers’ needs. Doing so generates numerous business benefits, including boosting customer satisfaction, enhancing brand value, and increasing word of mouth advertising. More important, it drives business growth. After all, customer service is your company’s lifeblood.