For most consumers, good customer service is rated as the most important factor when deciding to do business with an organization. This means that conventional competitive advantages such as price, location, and product are rapidly declining as the reasons why consumers choose your brand over others. Especially in today’s technological age where every person is connected via social media, one bad experience with a product reaches more than five times as many ears as good experiences. With one bad rating, your brand’s identity can be substantially tarnished. For this reason, you may need to consider reorganizing your organization’s customer care by finding out how customer service affects your brand’s identity. Here is how.
Understanding the Impact of Bad Customer Experience
To ensure optimal customer service, it is crucial to understand and avoid certain behaviors that have the potential to give your customers a bad experience. According to recent post conducted by Help Scout detailing 75 customer service facts, quotes, and statistics (https://www.helpscout.net/75-customer-service-facts-quotes-statistics/ ), customer service fails to answer their questions 50% of the time and 67% of customers have hung up the phone out of frustration from not being able to reach a customer service agent. The consequences of offering poor customer service to your consumers can get very damaging as 91% of consumers have stopped doing business with companies due to bad service. In addition, when a consumer experiences poor service, this leads to anger and frustration. The fact is, no individual wants to work for a failing organization and even worse if the trend continues, there may no longer be an existing business.
Influence of Social Media on Customer Service
As the world today is connected online, complaints are rapidly on the rise where consumers do not just get angry; they get even. In the U.S today, individuals tell an average of 9 people about good experiences and an average of 16 about bad experiences (https://www.helpscout.net/75-customer-service-facts-quotes-statistics/ ). The same statistics also show that 58% of individuals perform online research about products/services that they are considering purchasing. Social media outlets such as Facebook, Twitter, and Instagram provide consumers with the ideal platform to voice their complaints to an increasingly connected online community. Now more than ever, it is crucial for organizations to recognize the ever-increasing influence of the internet and social media on customer service.
The Benefits of Good Customer Service to Brand Identity
There are many reasons why brands lose consumers. One is due to customers feeling poorly treated and another is failure to solve problems in a timely fashion due to poor customer service. Almost 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience and 78% of consumers have failed to make a purchase (https://www.helpscout.net/75-customer-service-facts-quotes-statistics/ ) due to a poor service experience. These statistics are evidence that brand and customer service are more intertwined than ever and organizations must very diligent at how they deliver service to their customers. With good customer service, a brand is able to enhance its identity by thriving in a competitive online business world. It is also able to establish a good reputation in its respective marketplace. Other benefits bestowed by good customer service to brand identity are:
- Protect Brand Name. The first benefit of good customer service to brand identity is ensuring brand identity preservation. It determines how consumers fell about your organization. If your business is known to provide excellent service time and time again, you will have to put less effort into marketing efforts as your brand will have loyal customers. With loyal customers, your business has a 60% to 70% chance of selling to an existing customer as opposed to 5% to 20% (https://www.helpscout.net/75-customer-service-facts-quotes-statistics/ ) to a new consumer.
- Attract New Consumers. Providing good customer service leads to a good customer experience. It also allows a brand to build a good reputation. When potential consumers hear about how good a brand is due to its customer service, they feel compelled to try your products/services. If they are satisfied, this leads to word-of-mouth recommendations that result in more profit and saving money on both advertising and marketing expenses.
- Retain Existing Customers. When your customer service exceeds consumer expectations, it results in satisfied customers. Loyal customers, on average, are up to 10 times (https://www.helpscout.net/75-customer-service-facts-quotes-statistics/ ) as much as their initial purchase. Because they are impacted by your services, they will feel inclined to go back and have the same experience again.
With more than a decade of providing the best Outsourcing Solutions in the Philippines, Infinit-O has successfully partnered with many organizations that have since attained financial success in their respective industries. These organizations belong to major industries that have provided substantially for the country’s economy such as:
For more information about brand and customer service, feel free to visit their official website at: https://www.infinit-o.com.