Customer service is such a vital area for businesses that Marketing should always be conscious of and focused on that element in everything they do.
As recently as a couple decades ago, a company could really screw up a customer experience, but on a grander scale, nobody would really hear about it. That’s not how things work today. One bad experience from a customer who knows anything about a computer, and that poor encounter can go viral. Online reviews are used by so many, and if negative responses add up, it’s undoubtedly going to end up having an impact on your bottom line.
People are so often inundated with advertising and all kinds of marketing campaigns that they often grow numb and skeptical of what they hear straight from a company. Where do they turn? Referrals from friends, family, colleagues, and online reviews from websites like Yelp or Angie’s List. You’d better believe that all these sources will have something to say about your customer service.
Each and every interaction your business has with a customer or potential client is an opportunity for them to vote for or against you. It’s possible to work for years to build a great relationship with a customer, but it can all come crashing down with one bad experience for them. Customers always have a choice who they do business with. And since there are so many options at their fingertips these days, they really do have a lot of options. So why should they pick you?
Consumers should choose your business because you offer not only what they want or need as far as a product or service goes, but also because of the unparalleled customer experience you deliver each and every time. Your customer service should always be considered part of your branding or marketing. It has a huge hand in shaping your company’s image. And since so many customer service opportunities present themselves when people call your business, why would you ever leave your phones out of the equation?
Brand your business phones with an answering service to ensure that your company is able to deliver superior customer service on a 24/7 basis. Or better yet, use a bilingual answering service to take care of even more callers. Either way, an answering service will help you make customer service a central focus so your business can thrive.