Customer Service has always been an important part of running a successful business. But now more than ever, customer service is perhaps the most important part of ensuring that your customer base keeps growing, and that your customers keep coming back.
We can all think of a time where we felt misled or deceived by an advertisement. The truth is, most consumers just don’t trust advertising and marketing messages very much anymore. According to a survey by the American Marketing Association, 90 percent of consumers trust peer reviews and 70 percent trust online reviews.
In fact, one of the last methods that consumers still trust is reviews and referrals. Sites where people can post their own online reviews of products and services have a huge influence on the hearts – and wallets – of consumers. Thanks to the internet, customers are now likely doing a lot of advertising and marketing for you. And they’re happy to let the rest of the world know when they love or hate a product or service.
Therefore, providing customers with great experiences that they want to tell others about is absolutely essential to your businesses success. Your ERP system can help you improve customer service by integrating data. Having integrated data leads to higher quality, reductions in cost and more accurate delivery promises, all of which add up to better customer service.
Here are some basic rules to follow to make sure you provide outstanding customer service:
1. Focus on your reputation instead of short-term profit. Trying to increase profits on a sale-by-sale basis is short sighted and foolish. This tactic inevitably leads to irritated customers and lost repeat business.
2. Show your best customers how much you appreciate them. The most loyal customers often make up a huge chunk of income. Knowing who those people are and making them feel special is important.
3. Make it easy to reach you. Nothing is more frustrating for customers than having to wait hours on hold, or getting shuffled around from department to department to solve a problem. Make it as easy and painless as possible for customers to communicate with you, and you’ll save tons of time and money in the long run.
4. Do away with unimportant measurements. Many companies are getting rid of metrics that impede reps from providing great customer service, such as calls per hour or average time per call. All these do is lead to frustrated customers and reps who are more focused on quantity than quality.
The bottom line is, no marketing team can match the authenticity and enthusiasm of your biggest fans. Your customer base is a valuable force that can help or hurt your business, and it’s more important than ever to pay attention to them.