The Importance of Customer Service

The Importance of Customer Service

One of the most important aspects of the success of any business is customer service.  Customer service provides value by giving clients a positive experience with your business.  Advertising and Marketing bring in customers but customer service is key to building customer loyalty and retention. Clients want to feel valued and appreciated and that is where customer service comes in.

Focus on Retention

Advertising and marketing can be costly, especially for small businesses. Clients who feel valued and taken care of are likely to continue giving their business to that business.  The cost to bring in a new client is up to five times more expensive than the cost of retaining an existing client.  Loyal clients are more likely to continue to purchase your goods or services, and by increasing your customer retention, you will also increase your profits.

Word of Mouth

In today’s digital age, you can find reviews online for virtually any business. A few clicks on a computer or phone and reviews can be uploaded, both good or bad.  Satisfied clients are more apt to leave a positive review for your business as well as refer to you to their colleagues, friends, and family. 

Reviews and Recommendations are a driving factor for choosing brands and services these days. If you give your clients great customer service, they will recommend you and leave good reviews, helping to drive business to you.

Business Longevity

Poor customer service is a contributing factor for why businesses close down within 10 years of opening. When buyers do not feel valued, they take their business elsewhere. With declining customer retention, businesses find it hard to stay open.  Your clients are the heart of your business, so treat them accordingly.

Providing Great Service

Employee attitude goes a long way to creating a basis of great customer service.  When your employees are well-taken care of and given the tools to excel at their job, it shows. Happy employees provide better service because they enjoy their job.

Does your business have customer service policies in place? Customer service policies provide the backbone for how your business responds to the needs of your client on an efficient and effective basis. Think about things like phone and email response time, handling complaints, etc.  With set policies, employees will have a guideline for what to do in any given situation and the steps to take.