Persuading buyers to purchase your products or services is key to running a successful business, but making sure they come back is vital to sustaining that success.
While a one-time customer usually makes a purchase on an impulse or to satisfy a need, a customer who makes repeat purchases is one you can rely on for years to come. That’s why the importance of delivering excellent customer service cannot be overstated.
Excellent service makes your customers feel valued. It also shows them that you’re committed to a long-term business relationship that is not just about making a sale.
Here are just five ways ServiceNow Customer Service Management can benefit your business.
1. Generate Repeat Business
One of the primary benefits of delivering excellent service is that it encourages your customers to make repeat purchases. Repeat business is not accidental – customers are inclined to pay attention to how a company treats them and are willing to look for other options if they feel inconvenienced.
Good customer service is a way to connect personally with your target audience. Treating your customers with respect will make them less inclined to take their business elsewhere.
However, excellent customer service goes beyond the end of a transaction. Taking additional steps to show that your customers are appreciated – whether by sending a personal thank you note or having a short phone call – confirms that you value your buyers regardless of how much money they spend.
2. Improve Your Reputation
Another advantage of providing excellent customer service is that it boosts your organization’s reputation. Most customers like to talk about the service they receive – particularly if it was an exceptionally good or bad experience.
There’s a reason marketing agencies try to take advantage of word-of-mouth marketing, and the best way to promote it is by delivering good customer service. Generally, customers are happy to tell others about how well your business treated them, which results in highly effective free advertising.
3. Justify Higher Prices
If you are a small business, you may not be able to afford to offer low pricing compared to your large competitors. A valuable benefit of providing strong customer service is that it can be used to offset higher prices.
When you deliver a better customer experience than your competition, you have the leverage to charge higher prices for your goods and services. Customers will pay more if they feel they are receiving high-end service.
4. Improve Employee Morale
Another hidden advantage to delivering excellent customer service is that it impacts the work environment you have created for your employees. When employees realize that you value your customers, they will feel more connected to your company’s culture and values.
Emphasizing customer care can create a more pleasant work environment because it makes employees feel good about their jobs.
5. Gain a Competitive Advantage
While you may offer slightly different products and services to your competitors, focusing on customer care and delivering excellent customer service can differentiate you and give you a competitive edge over the competition.
By focusing on the customer service aspect of your marketing strategy, you can set yourself apart from the companies that don’t value their customers and don’t deliver on their prom