Today's customers expect more out of brands than ever before. With chat service a click away, phone support available at all hours, and web support in multiple languages, businesses are willing to do anything for their customers.
Customers are the lifeblood of a business, and keeping them happy is the difference between closing shop and staying competitive. That's where customer service comes in. Specifically, here are 4 reasons why customer service matters to your business.
1. Customer Lifetime Value (CLTV)
CLTV is a critical concept to understand in e-commerce. The earnings from your first sale is important, but the earnings over the lifetime of your customer is even more important. Building strong relationships with your customers now will result in repeat purchases later.
2. First impressions last forever.
Surveyed respondents indicated they were more likely to recall bad experiences than good ones, and those experiences directed their future behavior. This means providing a good first experience is critical to building lasting relationships with your customers.
If you simply provide a ”good experience,” 24% of people will come back to work with you for 2 years or more.
3. Bad customer service costs you.
People tend to share bad experiences more than good experiences on social channels, which is why it’s more important than ever to ensure that customers are happy.
4. News travels quickly.
A single bad experience will spread like wildfire and ruin your reputation before potential customers even look your way. If news about you travels, make sure that it's good news!
The majority of consumers will quit doing business with a company because of one bad customer experience
A happy customer goes a long way and nothing makes a happier customer than good customer service. We hope these 4 reasons have convinced you that customer service matters.
If you're not ready to tackle customer service alone, let us help. We lead the space in customer satisfaction and if anyone speaks service, it's our customer support team.