More than two-thirds of marketers believe that customer service is the most important factor in how their companies compete. We all recognize the value of customer service, but we rarely give it the attention it deserves.
What does it mean to be customer-focused?
Everything in customer service-oriented businesses revolves around customer—and customer service. Every aspect of the business involves customers, from new products and features to user experience and design, and includes the insight and participation of customer service.
However, you can still provide excellent customer service without requiring everyone in your organization to handle customer service. Simply respecting and trusting your customer support team is the most effective way to prioritize customer service in your organization.
Allow your customer service representatives the authority and freedom to make decisions and solve problems. Customer satisfaction can be increased by removing much of the red tape that prevents reps from quickly resolving customer issues.
Why is it critical to provide excellent customer service?
The insistence of your customers on customer service orientation in business can be summed up. They demand to be noticed. Ignoring them would be foolish, not to mention detrimental to business. The significance appears obvious, but there is evidence to back it up. Those are some very useful metrics. Orienting your company to reduce customer effort has a direct impact on revenue and churn.
E-commerce companies understand the difficulty of balancing tight margins. Cut costs wherever possible and look for long-term revenue growth. It accumulates in both directions. Online stores can see huge gains over time with little effort by simply positioning themselves to cater to the customer.
Customer service can be a demanding profession. You’ll be able to thrive in the industry for years to come if you remember to have fun and build relationships with your customers.
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