What if I told you the reason behind the collapse of many businesses wasn’t the product or even the service, nor the advertising, management or even the business model itself.
What if I told you the reason behind the collapse of these businesses was the difference between a smile. An experience.
Competitive advantage. Customer retention, and financial growth. These are just some of the benefits behind providing great customer service. Want more? Read on.
Competitive Advantage
Simply put, the better the experience you provide, the more customers like working with you or investing in your products and services.
Not only that, but they’ll actually prefer working with you over competitors, seamlessly transforming your customer experience into a USP (Unique Selling Proposition) in itself, separating you from a cluster of competitors.
Word-Of-Mouth
Satisfied customers are, too, more likely to share their positive experiences with friends, family, and colleagues – a vital note, considering a study by Nielsen found that 92% of consumers trust recommendations from friends and family more than any other form of advertising.
Customer Loyalty and Retention
When customers have a positive experience, they are more likely to return and become repeat customers – why – because people love people that provide improved customer service over others, and when customers enjoy their experience with you, their horizons narrow and they stop looking for better options.
After all, why try to fix something that isn’t broken?
Benefits of Great Customer Experience
Positive customer experience also aids in improving satisfaction metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
These metrics provide insights into the effectiveness of a business’s customer service, allowing us to monitor and improve on them, guiding us into a prosperous business model.