Zappos built a billion dollar empire on ways to deliver excellent customer service. InLexus recalled a series of Lexus ES sedans and asked car owners to visit a dealership and bring their cars in. Instead of having to sit in a waiting room watching their cars being worked on, customers were given a brand new Lexus instead. Know your customers Great interactions begin with knowing your customers wants and needs.
Len Markidan wrote this on Apr 19, Add Comment 2, Shares There are a lot of opinions out there about what makes great customer support. Coming up with opinions and stating them as fact. The first two are useful, but the third?
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But we do have some real, data-backed insights on what customers actually consider good support. And it is important. But not as important as you might think. One survey by Gallup measured how engaged customers felt after getting service at a bank.
The same holds true for social media, where it turns out that speed actually trumps all. In a survey by the Customer Contact Councilmore than 75, customers were surveyed about their phone, chat and email interactions with customer service representatives.
The study found that the single most important factor to increasing customer loyalty is reducing the amount of work the customer has to do to get their problem solved. How can you apply this? Does your customer need to follow a link and fill out a form to make updates to their account?
Make the updates for them. Set up a screen share on Skype or Google Hangouts and walk them through it. Customers are often asked to do a lot of work to solve their problems: And the order you choose can actually change the way your customers feel and act. Researchers at UC-Riverside tested the order in which they delivered news to subjects, and gauged their responses and behavior.
What they found was interesting: People who were given the bad news first were more likely to feel better about what they were told, while people who were given the bad news last were more motivated to act on the news. But if you need to persuade the customer to act, then start with the good.
More and more businesses are investing in customer service to make their customers happier, more loyal and more valuable in the long-term. Research suggests that it can bring you new customers, too.
Happy customers, on average, tell nine people about their experiences. Happy customers also reduce your costs, and the probability of selling to an existing happy customer is up to 14x higher than the probability of selling to a new customer.Customer service is a kind of sale, because the good service makes the customer to come to you and to buy from you more often.
According to the research of American Management Association, regular customers who buy from you again and again.
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A good customer experience is remembered for a few weeks and may be told to people. A bad customer experience is remembered for 25 years and is told to people. The above phrase can determine whether a business is successful or not.
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Companies that show extremely good customer service will normally become the company of choice because with good customer service comes with more customers from other companies. With good service support it is the easiest route to success in building a strong company with custom relations.
How important is it to deliver excellent customer service? Customer service has an impact on both existing customers and potential customers. A recent survey found that 68% of consumers would react by telling family and friends about a bad experience by posting it on a social network.