Most of us believe that our businesses exist for profit. Indeed, we do. But keeping this as a sole mindset may be detrimental to our enterprises in the long run.
We must understand that for our businesses to be able to sustainably exist for the long haul, we must endeavor to add value to the lives of our customers. We have to remember that consumers purchase our goods and services to solve their pressing needs. They don’t do it because they justwant us to earn profit.
Gearing for the long haul means building dynamic and productive relationships with the markets we serve. This means listening to customer insights, understanding their needs, and even thinking ahead of them to be able to provide unique and relevant solutions.
We see, the operative words in building a long lasting business enterprise are relationship andsolutions.
These two words exhibit the core ingredients in providing exemplary customer service: the kind of service that is relevant, useful, and important to the market that we do business with.
What is customer service?
For businesses, customer service really is putting on the customers’ shoes. It is a practice that ensures customers experience unique and personalized connection with the brand from beginning till the end of every transaction. Customer service is about how we help develop the consumers’ personal relationship with the goods and services that we provide.
It is how we design our products or conduct our services in a manner that may ease their problems and concerns. It is providing value and offering solutions.
Simply put, customer service is how we design the consumers’ journey from information gathering, purchase, and post purchase, to be as easy as possible, as pleasant and productive as possible.
In a nutshell, customer service is about the consumers’ total experience with our brands and services.
Why invest in customer service?
Having the biggest and the latest product is no longer an edge in today’s hyper competitive market. The trap of having the better mouse trap can be lethal to businesses. This is why, we need to uniquely define our brands and services to stand out – or at least survive in the arena.
Some businesses believe that adopting the latest technology may be the answer. Some think that having a deep pocket to splurge on marketing would save the day. These myopic senses, however, may lead them down the lion’s pit. תוכנהלשירות לקוחות
A cost efficient and relevant business differentiator may lie on plain and simple good ol’ customer service.
We have listed below five of the many reasons why businesses should invest in good customer service:
The age of human to human business
We’ve also been customers at some point in our lives. We know that it is not cool to talk to a robot on the other line, telling us that our calls are important… but we have to wait… and wait… and wait… until the robot talks to us again. Or after a long automated spiel and garble-y canned ads, we’re told, to speak to an operator, press zero.
We’ve also experienced how to be excited to use a new product only to be welcomed by a thick book of users’ manual (or log-on to this complicated site to start enjoying our services!).
Those scenarios are often frustrating, we wished we never purchased these goods or services at all!
Albeit the advancement of digital and telecommunications technology, as humans, we still prefer to talk to another warm blooded human. Similarly, a human voice, any human interaction for that matter, is priceless to our customers.