Customers don’t have to do much to get what they want—and they don’t have to wait long to get it. Because hell hath no fury like a consumer scorned. And businesses know it.
It’s all down to the one strike and you’re out doctrine. It draws even the most long-standing customers into the arms of the competition, and before the struck-out business can even finish stuttering “but…what…about…brand…loyalty?”
The antidote is as simple as it is difficult—providing exceptional customer service.
You may not have the cash to outspend your rivals on customer service, but you can certainly attempt to outperform them on it. And there’s a ton of ways to do this, and they extend further than the now-clichéd “have a nice day” ending to every interaction
Customer service is how you come across as a business.
Your products may be the real Slim Shady and have virality on its own, but abstracts like your service and reputation also drive value and new customers—and are a crucial to retaining them.
Think of customer service in terms of a marketplace. If someone sold the best aubergines in all the lands but insulted your mother every time you tried to buy some, you’d probably think twice about coming back to this vendor. And being a good friend and all, you’d make sure to spare your friends’ mothers the same trouble, and before you knew it, the monger in question would be out of business—despite their delicious product.
Dry your tears now, this story is fiction. But the lesson it teaches isn’t.
To avoid the same fate, you should think about these top customer service tips.
How can you ensure that you retain customers and continue to grow your company?
Excel in customer service, of course.