Customer service is a very important part of your marketing. It might seem like common sense, but many businesses don’t practice this concept.
What is your most memorable customer service experience? Was it good or bad?
When a client becomes a customer, the job isn't over. It is only beginning.
No matter how exceptional your product or service, if your customers get bad service from you or your team, they will be unhappy with your business and your offering.
How exceptional customer service can be your most important marketing tool:
Angry customers cost you money.
Whether you are in retail or a service industry, angry customers will cost you more money than you spent trying to get a new customer. Unhappy customers will often want a refund, but the biggest cost will be in lost sales when that unhappy customer tells their friends or writes a review about their bad experience.
Happy customers sell your business.
Referrals and word-of-mouth are reported to be the most common way small businesses acquire new customers, according to eMarketer
. Customers who are happy with your product and customer service experience will share their positive experience. They will write reviews. They will share on social media. They will talk to their friends and family. They will offer testimonials. Happy customers will sell your products for you, and it doesn’t cost you a thing.
Good customer service can turn a bad sale into a good one.
No matter how great your product or how hard you work at offering an exceptional service, some customers will still be unhappy. You can turn an unhappy customer into a satisfied one with good customer service. Respond to angry comments on social media with a solution, such as offering to replace a defective product or refund a service. Keep in communication with customers that might be getting a product late, or you are behind deadline for a service. Be helpful, apologetic, and transparent.
Satisfied customers are repeat customers.
By going the extra mile for your customer, they will see you are a company that genuinely cares about their business. Having a good product isn’t enough- what makes you stand out from all those other clever marketing campaigns and great products in a saturated market? The care your give to your customers. Customers who have a good experience in your store or on your website are more likely to buy from you again.
- Include a special thank you note with the packages you ship.
- Make sure whoever is behind your store counter is helpful and cheerful.
- Follow up with your customers to ask them about their experiences.
- Respond swiftly to comments on social media.
- Thank customers who share their purchases or experiences online.
Repeat clients cost less than attracting a new client, so make sure you are keeping them happy through your customer service.
Use customer service to improve your business.
You can’t please everyone. But you can definitely learn from the feedback of your customers. Find out what really makes them unhappy, and the things that they love. Then use that information to improve your marketing, your products or services, and your customer service. You can learn a lot about your marketing efforts through feedback from your customers. The better your customer service, the more feedback you’ll get, and the easier it will be to fine-tune your marketing efforts. Listen to your customers.
Marketing and good customer service go hand-in-hand to create a successful marketing and sales strategy for your business. Don't forget to include these important customer service elements in your marketing plan for 2015
How important is customer service in your buying decisions? Share your thoughts in the comments below!