Last updated on October 3rd, 2023 at 11:12 pm
There a few better ways to keep existing customers and land new ones.
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In days gone by, it would take a real concerted effort to get in touch with businesses, so the majority of customers would simply not bother writing a letter or picking up the phone. As technology has improved, the importance of customer service has increased significantly, and it cannot be overlooked in terms of its key function in modern businesses. Still not entirely convinced? Here are some of the reasons why customer service is so important.
It Improves Customer Retention
If you are always on the hunt for new clients all the time, this can prove to be expensive and time-consuming. However, customer service can prove to be crucial when it comes to retaining the customers that you already have. There is also the natural advantage here that returning customers tend to spend more than their new counterparts as they already know about your business and exactly what it is that you have to offer them.
It Represents Your Brand
The ways in which customers are treated in a customer service capacity is a clear representation of your brand and all the values that go along with it. Therefore, you need to do everything you can to provide a general sense of improvement to your customer service, including looking into a customer relationship management software (CRM).
But what is a CRM? A CRM is a place where you can communicate with clients and share valuable information. Whether the agent works in-house or you have outsourced this particular business function, everyone needs to be highly trained and taught the importance of customer service as the face of your company.
It Helps Increase Positive Word-of-Mouth
Businesses have tried and tried, but nothing can really replace the positive effect that word-of-mouth can have on a business’ reputation and the positive results it yields. People tend to listen to the recommendations that they are provided by those who are closest to them. A great way of improving this word-of-mouth marketing is by providing good customer service. Remember, the people who you are contacting in this initial interaction are not alone – they are also inherently connected to other people and can provide a clear route to them.
It Encourages Customer Loyalty
In the first point above, we already discussed the importance of retaining customers, but achieving a sense of brand loyalty means that they will keep coming back time and time again. With such a high level of competition out there these days, good customer service can end up being the way that you differentiate your business from the crowd and make people realize that yours is a company that is worth returning to.
These are just four of the reasons why customer service is such a crucial function of a modern business. Ultimately, it is a tool that businesses both large and small need in order to achieve great things, so if it is something that you have been overlooked up until this point in time, now is the time to put it under the spotlight and really focus on what it has to offer.