Food for Thought: Customer Service Still Matters
Most of us believe that when the economy is down, people will just choose the lowest priced product. Is this really true?
A recent Customer Service Experience Impact study in the U.S revealed two interesting facts. One, even in a dull economy, 58% of American customers were willing to pay more for a better customer service experience. Two, as a factor in recommending a company, outstanding customer service was important to 58% of the respondents - more than the number who plumbed for low price or quality!
So, Why Don't More Companies do a Great Job of customer service?
Research shows that if a credit card company retains an added 5% of its customers each year, then the lifetime profits from an average customer can go up by about 75%. Yet, few companies are really able to put their customers first by giving great customer service.
There always seem to be so many problems. Manager’s count cost, vendors can not really improve the product, call center customer service staff are overworked...and the list goes on. Mostly, companies will give up on finding that their processes need so much change!
Loyal Customers: You’re Customer Service Lifeline in Trouble
Where companies have adopted a customer-centric customer service approach, the results have spoken for themselves.
Delighted customers are an anchor in tough times. Even when their disposable incomes are lower than usual, they continue to shop with you as much as possible. Great customer service and support create a bond that makes it more difficult for these customers to switch their providers.
