How Customer Service Can Change Your Business and Brand Image

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Even if you happen to have the best product or service in the world, it will all be for naught if you lack proper customer service because many people will go elsewhere if they perceive that their patronage isn’t valued.

Customer service is not a value-added bonus that you throw in with your product or service; it’s a differentiator that will help you to stand out from the crowd and attract people who are not only looking for their money’s worth, but also looking for a company that they can trust to stand behind what they sell. 

Just as important as good customer service is tracking said efforts. You need to ensure there’s a system put in place to evaluate just how successful your support system is, what your customers think of your employees and your service values, and other key indicators that will put your company on the right track.

Read on to learn about how customer service can change your business and brand image!

Word of mouth

Pairing a killer product or service with top-notch customer service is a winning proposition as it makes for happy, satisfied customers. Clients who feel like they got a good deal and were treated well are more likely than not to communicate their positive experience to friends, family and colleagues.

It’s a well-known fact that word-of-mouth advertising is effective since it involves people sharing their recommendations with people they know. As word spreads that your offering and customer service are first-rate, you’ll see your brand image grow.

But remember that people don’t only share the good; they also share the bad. Studies actually reveal that people are more likely to share negative experiences than they are to tell others about good experiences, which means that there’s a lot riding on your ability to consistently provide stellar customer service.

Make a good first impression

According to Dimensional Research, 39% of survey respondents continued to blacklist vendors for 24 months or more after initial less-than-satisfying experiences. On the other hand, 24% of respondents said that they continued to patronize vendors for 24 months after positive experiences.

So no matter how you look at it, first impressions, good or bad, will shape customer perception long after their first encounter with your company. If you make customer service a priority and therefore make customers feel valued, you will be able to build a strong business and build your brand image as well.

Your reputation, for better or for worse, will play a key role in shaping and developing your brand image. You can’t afford to see customer service as anything less than an important service that would-be customers expect. Talk to our team to learn more about tracking your customer service efforts in order to better your brand!