Customer Service Matters
If there’s any doubt that customer service is critical to the success of your business, now’s the time to get rid of those doubts once and for all.
Customers are getting more and more demanding as they have more choice than ever. And they also have many more outlets –through social media– to express their concerns (as well as praise those companies that do it right.) When a musician has his guitar broken by an airline and then shames them into responding through a viral video, it’s clear that customer service is paramount to every business.
Providing high quality service isn’t just about being reactionary, it’s important to be proactive.
It’s important to think beyond the function of customer support, and start to think about the entire customer experience.
One of the reasons Apple is so successful is because they put absolute importance on the overall customer experience; every touchpoint with Apple is carefully orchestrated, managed and supported. When you walk into an Apple retail store it’s unlike any other experience. When you interact with Apple’s products it’s the same thing. Apple is now one of the world’s most valuable companies, aided significantly by the degree of importance they put on customer experience.
Every customer interaction doesn’t need to be high touch. There are many opportunities to connect with customers quickly, and still maintain (and enhance) their experience, keeping your brand and company in high regard.
It’s about solving customers’ issues with the right tools at the right time.
Happy customers are much more likely to become repeat customers, giving you more opportunity to build a long-term, rewarding relationship for both parties involved. And companies can go one step further, leveraging high-touch, high quality service and support to differentiate their business from others. Zappos is one of the ultimate examples, building an empire selling shoes, with quality customer support as a pillar of their existence.
With more choice, consumers are looking for differentiation that stands out. Price is almost always a factor, but is it the biggest one? Not in all cases. Many online stores and businesses are thriving even though they’re more expensive than alternative options. And the reason for that is the customer experience. These brands are differentiating themselves through their commitment to providing a fantastic customer experience at all times. It becomes a defensible, competitive advantage, and transformative culturally.
In today’s social world, it’s never been more important to focus on customer experience.
It goes beyond “damage control” against the occasional mishap. It goes beyond providing a level of reasonable and courteous support for customers. Making the commitment to high quality customer experience can transform your entire business in every way.
GoInstant is dedicated to customer experience.
Our goal is to give you the right tools to provide quality, high-touch service and support. We want to enhance your ability to service customers in new, innovative ways, building stronger, more rewarding relationships and differentiate yourself from others.