Customer Service And Retention
Most people think about customer service in terms of how they’re treated when things go wrong or when they need help. While this is a very limited view and there is much more to customer service, it does give business owners and customer service providers an idea of what is important to customers. When approaching your policies, systems, and strategies, the key to customer retention is to view customer service synonymously with “customer experience.”
This report looks at what customer service really is, how to provide exceptional customer service, creating systems to make customer service simple and consistent and we wrap it up by providing some tips and strategies for customer retention. It doesn’t matter how amazing your product is, if your customer service stinks, you’re not going to thrive.
Customer Service is an Ongoing Process
Customer service is best approach as from the mindset of customer experience. How can you provide an exceptional customer experience? The first step is to think about when your customer first encounters your business. That may be through social media, through word of mouth, via a search engine, or some other format.
Customer service begins at the very first point of contact. When does it end? It ends when the customer falls out of the sales funnel and loses contact with your business. That’s a broad and potentially lengthy customer sales process – from the moment you meet, until you say goodbye. It could be decades.
And customer service happens every time you are in communication or contact with that person. Customer service is not how well you solve your customer’s problems, complaints, or issues. It’s not how well you answer those questions. Those are components of customer service but they don’t’ tell the whole story.
Customer Service Creates Customer Retention
Customer retention is a simple enough concept, right? You keep your customers. You’ve probably read that it costs more to get a new customer than to keep the ones that you have. Statistics vary on how much more a new customer costs and the research ranges from 5 times more to 30 times more to acquire a new customer than to retain a customer.
And Much More...
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