In a world where most of us are glued to our smartphones quickly spread online. It’s vital that you design your customer service experience so your customer know you care.
A positive customer experience is crucial to the success of your business because a happy customer is one who is likely to become a loyal customer who can help you boost revenue. The best marketing money can buy is a customer who will promote your business for you — one who’s loyal to your company, promotes your business through word-of-mouth marketing, and advocates for your brand and product or service.
What Is Customer Service Experience?
This is the act of providing service to customer before, during and after a purchase. In other words
The customer service experience is the sum of all the interactions a customer has with a company, both in direct communication and through other customer experiences.
Customer service experience is also the sentiment associated with a company’s ability to provide positive experiences to their customers. Services range from one-on-one interactions where a support agent resolves a customer issue, to exchanges with the brand on a more public scale.
JASON BORDEAUX
Why is Customer Service Experience Important?
Customer experience affects the customer’s loyalty to your brand and how they talk about you to other people both online and offline.
Today customers have the power, not the sellers
Who gave them this power? Us
Customer have a plethora of option to choose from at their fingertips plus the resource necessary to educate themselves and make purchase on their own.
This is why it’s so important to provide a remarkable experience and make them want to continue doing business with you. Your customers are the reason why your business is growing and your good customer experience are the reason you stand out from competitors
JASON BORDEAUX
- Revenue increases with good customer service.
Revenue dictates every business decision. Companies measure success or failure based on money in minus money out. Profitability is king, regardless of whether it happens on day one or day 1001.
The number one reason why customer service is important in a business is because it correlates to revenue: 84% of organizations working to improve customer service report an increase in revenue.
- Happy customers build a better reputation.
Positive reputation leads to higher growth. Reputation goes a long way in a business. It attracts customers, investors, partnerships, and employees. When seeking to improve reputation, start with excellent customer service.
- Retention correlates to customer satisfaction.
Customer retention carves the clearest path to business success. Keeping current customers happy results in more stable revenue and more accurate predictions. When you master not just attracting customers, but retaining them, it sets a solid foundation for your entire organization.
- CLTV improves with better customer service.
CLTV (customer lifetime value) reveals the amount of money a customer potentially brings to a company over the course of their engagement. CLTV correlates directly with revenue.
How does it relate to customer service, though?
(For one, it’s got “customer” in the name. And anything involving the customer, involves the customer service team.)
These data points reveal a more specific breakdown: Highly engaged customers buy 90% more frequently, spend 60% more per transaction, and have 3 times the annual value compared to other customers.
- Churn decreases with more customer care.
Churn measures the amount of customers who leave a business after purchasing. It provides a fairly cut-and-dry measurement of satisfaction. Customers churn when they’re unhappy.
When it comes to churn, the importance of customer service is clear: 89% of consumers begin doing business with a competitor following a poor customer experience.
Melissa Rosen
In order to create an amazing customer experience, you need to deeply understand your customer’s most painful problems in addition to their motivations and psychology.
The more you know about your customers, the better the customer experience you can create for them. One that they can’t live without.
There is no other way, you have to be obsessed with your customers with the goal of providing the best possible experience for them. Something they can’t help but tell their friends about.”