How do you differentiate your business from your competitors? Great customer service.
“If you don’t have something nice to say, don’t say anything at all.”
In 2013, consumers told 8 people about their good experiences, and told 21 people about their bad experiences. More important than a sale or promotion is a good word from someone your customer knows. Recommendations from friends and family is the method most likely to get a person to try your business for the first time.
“Look at me when I’m talking to you.”
Customers are at sixes and sevens on how to communicate. On the one hand, they don’t want to interact with a person; on the other hand if they need an answer to a complex question they prefer a person to a computer. This may be in part due to frustrations in dealing with often-mocked automated phone systems and the failure of small businesses in particular to respond to electronic enquires. Talk with your customers. More importantly LISTEN and RESPOND.
“Money doesn’t grow on trees.”
The most important factor customers consider when choosing a company with which to do business is ‘good value for the price.’ That said, 74 percent of consumers say they have spent more with a company because of a history of positive customer interactions and 68 percent of consumers state that they are willing to spend more with a company they believe provides excellent customer service
“Go ask your father.”
Consumers want to deal with people who can answer their questions and solve their problems. They don’t want to be handed off or deferred.
“Answer me when I ask you a question!”
Customers don’t only want answers; they want satisfactory answers. 86 percent of customers report that in order to have an excellent customer service experience, they must receive a satisfactory answer to their question.
“If I’ve told you once, I’ve told you a thousand times.”
Consumers tell others about their customer service experiences using a myriad of channels: face-to-face, company websites, text messaging, consumer review sites, and social networks like Facebook. Twitter, and LinkedIn.
Nearly 40 percent of consumers believe that businesses are paying ‘less attention to providing good customer service.’ To give your customers great customer service, show them that their satisfaction with your products and your service is important to you.
“Mind your manners.”
Hearing “Thank you” matters to 45 percent of your customers.
“If was easy, everyone would do it.”
Consumers are also looking for ease in doing business both online and off (22%). They
want personalized service (21%) and products/services that meet their individual needs (19%).
“I’m not going to tell you again!”
While most consumers are willing to give a company at least one more chance after
receiving poor service before they consider switching, over one-third (37%) immediately
consider switching after the initial poor customer service experience.
Poor service also lead to lost sales. In 2013 sixty percent of customers who were dissatisfied with customer service did not complete the transaction.
Statistics from: American Express 2014 Global Customer Service Barometer.