In Re-imagine! Business Excellence in a Disruptive age Tom Peters says,
“Excellent customer service is no longer good enough. That should be the de facto and in order to maintain a healthy client list any business should be looking to deliver OUTSTANDING customer service.”
Doesn’t that make so much sense! I mean it’s not exactly rocket science to realise that as a consumer if you pay for a service you expect a good result. Not a mediocre or ok or average result; as a minimum you want Good results. Or else why would you be spending your hard earned cash? So as a business owner as a bare minimum you need to be providing a good service, but if you really want to progress and build a successful business then you really need to be providing an excellent service, something that is truly outstanding.
66% of customers are willing to spend more with a company they believe provides excellent customer service.
Source: Global Customer Service Barometer That is 2 out of every 3 customers are willing to spend more with a company because of great service. 2 out of 3!
If 66% of clients spent more with your firm do you think that would help? You are damn right it would help, it would more than help, It would mean that each client is worth more to your business, turnover would increase, profits would increase and all from the same number of customers.
Every single customer’s journey through the business lifecycle with a firm is unique, the touch points and interactions they receive from the business before, during and after the sale are all taken into consideration when a person thinks back about the service they have experienced. Is your client’s last interaction with your firm positive or negative? Do they leave feeling valued and pleased or disappointed and neglected?
The fact of the matter is that if a person feels like they have had a good experience with your firm then they are likely to come back and revisit and reuse your services time and time again facilitating a long term business partnership.
How Can You Capitalise on These Positive Client Feelings?
What if a small percentage of those satisfied clients were happy to share their personal story with others about your business and the outstanding service they received. Would that help convince potential clients who were in need of your service to choose you over your competition?
We already know that 66% percent of customers are willing to spend more with a company that is perceived to have excellent customer service, so why not use the positive experiences of your past clients to help win more clients and not just more clients, but clients who are willing to spend more with you?
Your positive online reputation are one of the greatest assets your business has, combine those glowing reviews with the power of the internet and the ability to have these endorsements speak for your business when ideal clients are looking for you then you have the basis of a lead referral system that can grow your business.
Takeaways for great customer service
Given how customers are rewarding outstanding service more than ever, American Express offers the following tips to companies seeking to bolster the service experiences they provide and as a result increase the life time value of a customer:
- Cherish your connections with customers. Service shouldn’t be a clean-up operation. Turning service interactions into relationship-deepening moments can strengthen your business.
- In everything you do, put the customer first. Start with what the customer needs. Customers can’t be wowed by personalized service if their basic needs aren’t met or their questions go unanswered.
- Service is a people business; give care professionals the freedom to shine. Customers want to be helped by empowered, efficient people.
- Measure success through the voice of the customer. Let customers tell you how you’re doing, and truly seek to improve based on their feedback.
Your history of excellent customer service can be, and should be front and centre for everybody to see to allow you to win profitable new business today, tomorrow and for years to come. To find out more about how we can help you be seen as the market leader in your field with a positive client experience and be in a position to win more profitable clients call 0161 850 4413.