The Importance of Customer Service
Business managers have to decide on the functions to give money to when finances are scarce. High-priority functions are funded before all other functions. You find a lot of business owners funding their product teams and marketing teams because they think that product improvement and getting their brands known in the market are the only to vital things they need to do. A lot of them forget to invest in their customer service departments, which is sad because this department keeps the entire company together. Your customer service department is the most important department in your organization because it is the link between your company and its customers. Without customers, no business would succeed. If you are not yet convinced of the importance of customer service in an organization, read on.
The fact that retaining current customers is cheaper than acquiring new ones should make you invest in good customer service. To retain your current customers, you only have to spend a fraction of what you would spend advertising to potential customers. A good customer service team will keep your clients coming. This is important because studies show that repeat customers are more likely to spend a lot of their money with you than new customers. This is because they feel they have a connection to your brand, and as such, will be willing to try out the new products you bring into the market. It is also important to note that repeat customers are guaranteed to bring you, new clients, if you treat them right. If your customer service is good, a client will have no problem recommending your business to new customers. This way, you get new clients for free.
Secondly, customer service is important because it tells the world what you are all about. Your customer service is a representation of your brand in entirety. It is important to note that nothing you do will be good enough if your customer service team is top notch. You may have an idea of what your brand is all about, but it is important to note that customers cannot get into your head. They will make assumptions about your brand based on how your customer service team comes off. Your customer service team is vital when it comes to relaying what you want your company image to be.
Thirdly, good customer service will keep your customers coming. The economy today is very competitive. To stay afloat, you have to find ways of being better than your competition. There is no better way than through proper customer service. Customers will stay loyal to a company that makes them feel appreciated because, at the end of the day, many customers are usually shopping for the experience. If a customer has a positive experience with your brand, there is no reason for them to look elsewhere when they want products or services that you offer. It is important to note that the lifetime value of a customer is very high. Investing in good customer service is also vital because customers are willing to pay whatever you charge for your products and services if you give them a good experience.