In today’s business climate, customer service is more important than ever before. With the rise of social media, customers now have a powerful megaphone to amplify their voices—for better or for worse. A single negative customer service experience can quickly spiral into a PR nightmare, while a positive one can turn a satisfied customer into a lifelong evangelist for your brand.
That’s why savvy businesses are increasingly recognizing that customer service is the new marketing. By delivering an exceptional customer experience at every touchpoint, you can not only avoid negative word-of-mouth, but also proactively generate positive buzz and grow your business in the process. Here’s how:
1. Customer service builds trust.
In order to make a purchase, customers need to trust that you will deliver on your promises. Whether it’s ensuring that an online order arrives on time or following up after a purchase to ensure that the customer is satisfied, great customer service instills confidence in your brand and builds long-term trust between you and your customers.
2. Customer service generates word-of-mouth marketing.
Happy customers are your best source of free marketing. When they have a great experience with your brand, they’ll be quick to tell their friends and family about it—and they’ll be even more likely to do business with you again in the future. In fact, according to Nielson, 70% of consumers say they’re likely to recommend a company to others after having a positive customer service experience.
3. Customer service creates brand advocates.
When you go above and beyond to deliver an exceptional customer experience, you turn satisfied customers into lifelong advocates for your brand. These advocates are not only willing to sing your praises to anyone who will listen, but they’re also more likely to stick with you through thick and thin—even when times are tough. In fact, according to Bain & Company, companies with loyal customers can weather economic downturns up to three times better than their less loyal competitors.
Customer service has always been important, but in today’s hyper-connected world, it’s more important than ever before. That’s because social media has given customers a powerful megaphone to amplify their voices—for better or for worse. A single negative customer service experience can quickly spiral into a PR nightmare, while a positive one can turn a satisfied customer into a lifelong evangelist for your brand.
That’s why savvy businesses are increasingly recognizing that customer service is the new marketing. By delivering an exceptional customer experience at every touchpoint, you can not only avoid negative word-of-mouth, but also proactively generate positive buzz and grow your business in the process. So if you’re looking for a surefire way to grow your business, look no further than your own customer service team—they just might be your best asset!