Customer Care Equals Sales Growth
Customer service is now more important than it has even been, with regards to businesses and consumers.
However, while many businesses would agree with this sentiment, many fail to realise the connection between the effort they put into the service they provide, and the impact it has on their bottom online.
A recent customer satisfaction chart showed that approximately half of the companies on this chart who have suffered massive falls in sales are 10% below the sector average for customer service ratings. Customer care is by means not the only thing influencing the success of businesses, but with 85% of UK consumers supposedly saying they choose retailers based on customer service, it is certainly an important factor.
Some of the clued-up businesses have been recognising the increasing importance of service for quite a while, and have been using their reputation for customer care to attract customers. By differentiating yourself from the competition through your customer care, you are grabbing the attention of all those consumers who are looking out for businesses who deliver great service. In addition you are avoiding the damage of competing just on prices.
Price competition hurts your margins and can devalue your offering in the minds of the consumers.
Competing on service prevents this, and comes with additional benefits. The resources you invest now into excellent service will be repaid by an increased level of customer loyalty. In addition you will spend less keeping your existing customers than you would acquiring new customers.
Reports across each of the service channels have shown that the average scores for each service channel demonstrate that businesses are failing to provide a consistent quality of service everywhere.
Consumers now expect to be able to get customer service from whatever their preferred channel may be, whether that be telephone, email, websites, in-stores or social networking sites. The real success stories tend to be from the businesses that have good scores for service delivered across all channels.