There are plenty of common sense reasons to pay attention to every aspect of your business. If you already provide a high-quality product or service, are a marketing guru and are financially in the black, then you are well on your way to success. This modern world of commerce is fiercely competitive and full of choices; however, so don’t get so caught up in analytics, graphs and spreadsheets that you forget the people who ultimately affect your bottom line. Remember the old saying that the customer is always king? It was true then and is still true today. Here are four key reasons why excellence in customer care matters for your business today:
The brand, or perception of your company image, is greatly affected by the ongoing consistency represented by the quality of your products or service; the community and values your company represents, your overall marketing approach and every interaction you have with your customers. If your clients are unhappy with the outcome of a service call or the quality of a product they received, it takes some of the shine off of your company brand. That tarnished perspective stays with a customer. It isn’t impossible to fix, but maintaining a positive image is easier than doing damage control after the fact.
Negative experiences are shared more
When even one person has an unsatisfying customer service outcome, it always gets shared with at least one friend. More often than not, however, the tale of a bad experience gets told over and over again. Even one negative review that gets shared multiple times carries enough weight to make people stop and think or even move on to a different provider. In today’s world of social media, one negative experience is shared a lot farther and much faster. Consider just how many posts or videos you read about this year that went viral? In contrast, how many positive posts had the same level of exposure?
Customer care affects company turnover
Do you want to be the employee who answers multiple calls from angry customers complaining about the service or product they received? No one does. While every company has occasional issues to deal with, it is how you deal with them that makes the difference. Either you are building a company with a community of satisfied customers that employees are proud to be a part of, or you are tearing your business down by doing the exact opposite.
It’s great for your bottom line
People like to feel like they matter. They want to know they are valued and not just another sale in your pocket. If they enjoy your product or service and feel appreciated, they will remain a customer. Satisfied clients will not only return and purchase from you again, but they will also spread the word about the awesomeness of your company, the quality of your products, how quickly and conveniently you handled a problem or how much they gained from your expert knowledge and helpful professionalism.
Excellence in customer care should be a top priority for every company’s brand, whether they are just starting or already have a solid client base. Your customer database is the reason you have a business. New companies and products are coming out all the time in this entrepreneurial world. You may have all your business ducks in a row, but if you neglect your customers, you are ignoring the most significant contribution to your bottom line. Providing excellent customer care today is how you help to ensure you have a successful business tomorrow.