Customer experience: Why you should run the extra mile in service

Consumers have the information they need at their fingertips. With developments in technology, customers are making educated choices for purchases. And having easy access to information around the world, consumers are empowered like never before. 

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There is now higher expectations of brands as consumers are harder to convince of the value of a product or service with competition against more established companies and brands. Business and marketers are driven to bring their top-notch service to the table to deliver more than what is asked for. An approach that is central to the customer is a new trend that companies follow, while others still stick to traditional methods. 

This approach benefit companies more as finding new customers is harder and more expensive than retaining old ones. Studies have shown that there is more value in concentrating resources on maintaining existing customers. To attract new ones, companies would have to spend five times more than keeping existing consumers happy with their products and services. 

Customer and company interaction take place in multiple channels such as via telephone, email, websites, in-store, or social media. Unifying these channels ensures consistency in customer service and communication. This prevents the customer from being frustrated for having to repeat their issue over and over before a company finds a solution. When a customer feels understood the first they expressed their issue, a firm provides them with a pleasant customer journey. After all, gladdened customers are the greatest brand campaigners, as they are the best sources of referrals and brand advocacy. 

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Jeffrey W. Lupient is a hands-on manager who uses his industry knowledge and many years of experience to deliver excellent service to clients and develop long-term customer relationships. For similar updates, head over to this blog.