Customer service is the heart of any business. Without your customers, your business would cease to exist. It makes sense that the most successful companies focus on great customer service. When you keep your customers happy, they will come back for return purchases in the future.
If you provide great customer service, your customers are also more likely to recommend your services to their friends and family. Word of mouth marketing has been proven to be the most effective method of business growth. Forbes highlighted the importance of word of mouth advertising in an article from 2014, stating, “According to Nielsen, 92% of consumers believe recommendations from friends and family over all forms of advertising. WOMMA and the American Marketing Association (AMA) decided to find out exactly what brands were doing about that fact. In a recent study, 64% of marketing executives indicated that they believe word of mouth is the most effective form of marketing.”
The online marketplace is incredibly competitive. In fact, the Wall Street Journal reported in 2016 that online shopping accounted for over half of all purchases made. Due to the rapid growth in the online marketplace, customers have a wide variety of vendors to choose from when making purchases. If your systems are outdated, or your customer service is lacking, your sales will suffer.
Keeping your customers happy should be your top business objective. If you want to continue to grow, customer service will become the lifeblood of your business. One facet of customer service is making the purchasing experience as pleasant as possible. When your systems function seamlessly it makes the shopping experience easier for your customers, ensuring that they will be satisfied by your service. Encourage your customers to become repeat buyers and increase your referral rate by improving your business processes.