Customer service quality (or lack thereof) ultimately determines how many loyal customers you’ll earn. People don’t continue to come back to a business where they’ve been treated poorly by customer service – why would they? There are a multitude of other businesses out there that provide the same thing yours does.
If a customer can get the product or service they need at a fair cost while receiving excellent customer service, they will likely become a loyal customer.
If a customer can get the product or service they need at a fair cost while receiving lackluster or poor customer service, that will likely be their first and final purchase. Some will complain or leave a negative review; most will just disappear off your company’s radar and begin doing business somewhere else.
It’s your job to make sure your customer service is working for your business, not against it. If you’re not earning loyal customers, it’s time to check your customer service and see what’s going wrong.
Not earning loyal customers?
Repeat business is one of the backbones of real growth. Without repeat business, you’re only taking on more new clients and you must constantly work to ensure there’s a steady stream of them. New clients cost more to convert than existing customers. Why not keep more of your existing clients around and turn them into loyal customers?
Loyal customers often start with customer service. Sure, sometimes exceptionally low pricing or intuitive website functionality can be a reason for a customer to become loyal, but much of the time, great customer service is what compels customers to stick around.
How do you offer great customer service? That’s a topic for another post, but you can check out some of the many resources we’ve created on offering exceptional customer service. Start by creating a solid customer service strategy and ensuring your staff is trained to enact that strategy.
From using customer service “power words” to following tips from our team of virtual receptionists, here are some helpful resources as you make changes to your customer service strategy!