Believe it or not, customer service matters.
You may not think that smiling or being friendly really has that much of an impact on your business, but it can make all the difference. Our strategy consulting firm can help you gauge the effectiveness of your customer service, but first, you need to understand why customer service is so important to begin with. In our last blog, we gave you a couple of the reasons why customer service is important. Keep reading to learn more:
#3. It increases the lifetime value of your customers.
Not only does great customer service keep your customers coming back to you, it also increases their lifetime value! In other words, customers who are totally satisfied with your service are actually more likely to spend more money than customers who are just somewhat satisfied. In fact, a study conducted by InfoQuest found that totally satisfied customers spend over two times as much as customers who are somewhat satisfied, and they spend 14 times as much as customers who are somewhat dissatisfied with your service.
#4. It improves your reputation.
Thanks to review sites, such as Yelp and Angie’s List, negative reviews go much farther than they used to. In the old days, you only really had to deal with negative word of mouth, but now, the entire internet knows if a customer is dissatisfied with your service. Poor customer satisfaction not only causes your existing customers to go elsewhere, but it could also prevent you from acquiring new customers. Putting an emphasis on great customer service will help to improve your reputation and, therefore, your bottom line.
Are your customers satisfied with your customer service? The Farnsworth Group can help you find out! Contact us today to get started.