Stand out from the crowd
In today’s highly competitive and commoditized market if you have a competitive advantage one that’s growing your market share, you can be sure that your competitors will be about to copy it, returning the status quo to the “world of sameness”.
If you want just one reason to seriously contemplate the development of your customer service it would be that it will become your sustainable competitive advantage in a world where sustainable competitive advantages are very rare.
Greater Team Engagement
It’s your people that will be the difference between the customer service you are delivering and that of your competitors. If that difference is going to determine where a customer does business next time they need your products or services, then your priority must be your people. If your people see that they are your priority, they will ensure that your customers are their priority.
More Customer Recommendations’
Statistics released by Nielson Media Researches show that 83% of customers rely on word-of-mouth recommendations over all other forms of advertising. Social media and the internet have dramatically increased the reach of individuals making customer word of mouth the most powerful form of advertising.
Increases Customer Loyalty
On average, it costs at least five times as much to acquire a new customer, as it does to retain an existing one. So it makes sense to do everything possible to create an ongoing relationship with the customers you already have.
A loyal customer is less likely to be lured away by a discount of a few dollars. And a happy customer is also likely to buy other products from you and recommend you to others.
Business costs are sky rocketing at the same time as competition is rapidly increasing both off and on-line resulting in even more pressure on margins and putting more businesses under pressure.
Greater customer loyalty, more customers recommending you and higher productivity due to greater team engagement are just some of the areas that will positively impact reduced business costs.