Good customer service is key to word-of-mouth marketing
In an era where social media has so much sway over how a business is perceived, there’s little space to get anything wrong. After all, a bad first impression followed by poor reviews on social platforms can have significant consequences for a company.
This added to increasingly competitive environments where the battle to attract and retain customers is ongoing, means that customer experience is a key differentiator between a business that thrives or one that fails.
So how can a business achieve this consistently? We all have bad days or bad things that happen outside of our control. The key lies in understanding that good customer service is not always about things going right. In fact, businesses can often make their most powerful impression in how they behave when things go wrong.
Market Research company, Grand View research reports that 70% of unhappy customers whose problems are resolved will continue to support that business.
You could think of good customer service as the frontline to your marketing and sales efforts. By making people feel supported, you are likely to retain them as customers, which in turn makes them more likely to recommend your business through word of mouth.
To back this up, Help Scout compiled a list of stats, some of which include:
- 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. (HubSpot)
- For 86%, good customer service turns one-time clients into long-term brand champions. (Khoros)
- 89% of consumers are more likely to make another purchase after a positive customer service experience. (Salesforce Research)
- 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. (HubSpot Research)
- 83% of customers agree that they feel more loyal to brands that respond and resolve their complaints. (Khoros)
This leaves us with little doubt that excellent customer service helps to retain clients, grow revenue and improve the overall business. The call to action is to continue to learn how to deliver ‘wow’ moments throughout the customer journey. Focusing on customer service is key, no matter what your role and title is, in order to ensure that your organisation accelerates and evolves.
Sharon Peché - Marketing and Communications Manager - KYOCERA Document Solutions South Africa
