Did you know that it will cost you five to 25 times more money to get a new customer than to keep the ones you already have?
Well, now you do. And now that you do, you can start leveraging the marketing — and revenue — power behind great customer service by developing outstanding customer service skills.
And let’s face it — whether you’re a small or medium-sized business or a huge conglomerate, you spend a good chunk of money on marketing.
Your marketing effort helps drive customers to your brick-and-mortar store or to your website. But where they connect with you is not important. It’s what happens when they arrive.
Types of Customer Service that Prompt Repeat Business
In short, taking care of customers means giving them what they want and providing an experience they can rely upon each time they return.
According to Statista, customers come back to give their chosen vendors the highly-sought-after commodity of repeat business for the following reasons:
· Their vendor resends lost or damaged items quickly
· Their vendor offers fast refunds upon return
· Their vendor offers a reasonable timetable for performance
· Their vendor offers expertise, credibility, or knowledge
· Their vendor knows the customer on a personal level
It doesn’t take a rocket scientist to figure out the customer service formula that works.
Customers want you to care about them as more than just a blip on your revenue chart. They want to develop a personal relationship that they can rely upon.
Good PR and Media in a Digital Era
There are many types of customer service that work as well online as they do in a brick-and-mortar store.
For example, customers want service delivered on their own timeline. Luckily, that’s easy with digital interfaces such as chatbots and email, not to mention social media platforms.
Using one of these contact channels allows customers to get the fastest response to their questions and problems.
Got someone who’d rather talk to you face-to-face or on the phone? Publish your address and a contact number online and you’ve got them covered, too.
The most important criteria, however, is that your customer service representatives actually care about the service they’re providing. They should be empathetic, helpful, and above all, personal.
Operating in an online environment doesn’t change the fact that people want — and respond to — personalized service.
One of the most critical issues in customer service is to be the same place your customers are.
With more customers online and on social media, the two channels have combined to create some powerful opportunities for customer service excellence.
Good PR examples from the online arena include Nike, whose customer service department jumps in to assist whenever a customer accesses its @NikeSupport handle.
Starbucks approaches customer service a different way on Twitter, by encouraging customer engagement. Engaging with their target audience allows them to understand customer mindset, build relationships, and solve problems before they arise.
And yet another big brand, Netflix, lets social media users know immediately when they’re experiencing an outage, so customers know it’s not their own equipment and are less irritated by the inconvenience.
Using Reviews as a Marketing Platform
According to a 2017 survey, customers trust online reviews. In fact, they rely on them just as much as they rely upon personal recommendations from friends and family.
What does this mean for your marketing plan? Well, as standard advertising campaigns begin to take a back seat to word-of-mouth marketing, it means you’ve got a marketing gold mine in customer reviews.
Of course, to get the kind of glowing reviews you need to effectively market your brand, you’ll want to provide customer service your fans can rave about.
Show interest, be reliable, be efficient, and say “Thanks.” Listen to what fans (and non-fans) are saying about your business and respond appropriately.
Take a Page from Our Book
At ASE Inc., we pride ourselves in giving fast, effective, and personal support to our customers, in person and online.
Our customer service support team is always standing by to help new and existing customers with any questions, problems, or tasks they may have.
We provide three tiers of support to cover just about any problem our customers have.
A help desk is available for common issues and our inside technical team handles most technical issues plus those that get escalated from the help desk. Finally, our experienced field team allows us to quickly dispatch the right tech professional directly to our customers’ locations for fast, effective, in-person assistance and troubleshooting.
Ready to experience the kind of award-winning customer service that deserves a place in your marketing strategy? Contact ASE Inc. and join our family of satisfied customers today!