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Your company might offer the best products since sliced bread and you may well have the most tenacious sales team the world has ever seen. You could have a fantastic online presence, use all the e-Commerce sites under the sun and make really exciting, highly shareable videos that bring joy to people all over the world. But if your customer service isn’t up to it, none of that will mean a thing.
We all know the importance of customer service. If the people who buy into your company are dissatisfied with the level of service they receive they probably won’t even tell you- you’ll just never hear from them again. And you can bet your bottom dollar that if they’re really peeved, they’ll tell other people about it- even more bad news for your business.
You’ll no doubt have heard the expression “The customer is always right” and it’s something that’s been reiterated countless times on sales and service related training courses. But perhaps a more appropriate phrase should be “The customer always thinks they’re right”- and it’s that belief that you have to work with.
It doesn’t take world class entrepreneurial talent to know that generating sales is essential for any business. Unless you’re running a company out of the goodness of your heart or you have an unlimited supply of cash, you’ll need to see good profits year on year and sales will inevitably be a key priority. But with all the will and hard work in the world, without great customer service you’re wasting your time.
It’s hard to believe that little over a decade ago, social media was still something of a mystery to most people. When Facebook was created in 2004 it was seen by many as just another passing fad, and its predecessors Six Degrees and Myspace were reserved mainly for the cool kids and techies. Since then, the cynics and naysayers have all been proved wrong- there are now over 2 billion active social media accounts across the globe and the benefits of being connected online aren’t just about making friends. Social media platforms now offer huge opportunities for businesses to market themselves and they’ve become a must-have for companies who want to maintain good relationships with customers.
It goes without saying that delivering great service is good business sense. Your customers should be cherished and given the kind of experience they’ll want to use again and recommend to others. But how do you ensure that’s happening without making all your clients complete a survey after each business transaction or watching your frontline staff’s every move? The answer for many companies is mystery shopping.
We all know that customer service is the key to success in any business. It stands to reason that if people feel valued and receive a great service they’re more likely to keep coming back and tell their friends, family, and colleagues how great you are.
Milestones, KPIs and monthly reports. There aren’t many people who would put these things at the top of their lists of most fun things to do, but they’re all essential if you want your business to be a real success.
Complacency is the enemy of positive relationships. Take marriage for example when one or both of the partnership begins to take the other for granted, it’s only a matter of time before things turn sour. The same goes for business. If you’re at the top of your game with a regular group of customers buying your products or services it’s easy to rest on your laurels and sit back and reap the profits. The trouble is, today’s consumer is a fickle soul who’s always on the lookout for a better, more cost effective service. And if you’re not tending to their every need, you’re in danger of losing them forever.
Social media has revolu0onised the way people do business. 85% of companies now use platforms like
Twitter, Facebook, Instagram and LinkedIn to increase brand awareness and communicate with their
customers, and social media is a fantastic way to boost profits. But it also has a darker side. Customers
now have free rein to say whatever they like about your business, to a potential audience of millions.
That’s why it’s essential to not only keep a close eye on your all your social media accounts and respond
to any comments, but also regularly check that they’re giving your customers what they want.