Every company that leverages the customer-centricity model to grow its brand must consider customer satisfaction to be of paramount importance. Poor service can negatively impact your brand’s identity, affect the customer retention rate, and push away potential buyers. It would also become an easy aid for your competitors to snatch your loyal customers.
When a customer feels that their expectations are not met and they cannot see any possible sign of redemption for the inconvenience, it is considered a poor customer experience. Long waiting hours, complicated automated systems instead of a human agent; rude behavior from the staff, inconvenient return policies, lack of discounts, and minimal to zero feedback response are a few examples of poor customer experience.
When your customer service is below par, customers are not going to hang on to your brand. In today’s digital world, people are quick to voice their opinions on social media, and it is only going to take a few clicks to tarnish your brand image. It could impact your revenue generation for an indefinite period.
According to Ruby Newell-Legner’s “Understanding Customers”, it takes 12 positive customer experiences to make up for one negative experience. Almost 78% of customers back out of a purchase due to poor service, and 65% of customers change to a different brand soon after. All this data is a testament to how essential it is to cater to your customer’s needs and build brand loyalty. Failing to do so would only lead to poor revenue generation and losing even regular customers.
Regarding customer service, time is of the essence. Data suggests that a response within 10 minutes of their query is extremely important and drastically impacts sales figures.
Devising a framework consisting of a proactive support team with quick responses would work far more efficiently than any sales funnel.
Reviewing the customer’s background, understanding their query, and a sincere apology with good compensation would certainly improve the customer-brand relationship.
Direct call support and chat support can make a huge difference regarding query resolution since some customers do not prefer automated systems.
A customer service team is your backbone and has a huge impact on almost every other aspect of the company. Taking good care of your customer service team means taking good care of your overall sales model.
Pay attention to what the team needs and try to find ways to improve it. Build a healthy work environment and reward employees for their hard work. A happy employee results in a happy customer.
Conducting routine audits helps analyze your marketing strategy, customer experience, analysis of any new framework, and helps improve sales. Apart from this, you can use the customer satisfaction score and NPS (Net Promoter Score) to assess the customer’s needs and make necessary changes.