How important is customer care to a business?

December 11, 2020

A good customer care service/program helps any business retain their customers - Keeping loyal customers is as important as, if not more than, getting new ones. Research shows that there is up to 70% likelihood that satisfied customers will return to make new purchases or services.

Also, customers who are loyal to a brand and are` happy with services will provide positive endorsements and good online reviews that can help businesses strengthen their brand. By providing top-notch customer service, businesses can even get back their customer acquisition costs and cultivate a loyal customer base so that they get testimonials and reviews that can significantly help the business.

Digital representation of a brand may help potential customers to get to know some things about a brand, but it can also lead to misconceptions at times, and assumptions may be made based on the business or organization’s social media presence, advertisements, content, and other external marketing.

So, it would be helpful for a business to have a good customer service team, which could speak directly to the customers and have the responsibility of representing the brand when interacting with current or potential customers. These representatives can interact with customers through any of the mediums – phone, email or online chat.

Survey reports have suggested that more than 70% of customers have said they stay loyal to brands as a result of friendly customer service representatives who never hesitate to guide them with the process and information related to the brand, their service or products.  

And since customer service representatives represent your brand when interacting with customers, the brand or business owner(s) need to keep these representatives encouraged, and well-trained and content. This will result in them doing a good job and serving customers the right way, which will lead to customers also feeling more respected and appreciated, and in turn add to the success of the business.

Surveys have also found that most customers increase their purchasing with a brand after a positive experience. And, about 67% people have said that they would be ready to even pay more to get a better customer service experience from a brand whose products they have liked. This proves that customer service matters so much to customers. It does make the whole process more pleasant and leave you no doubts about your purchase decision.

This is the reason most brands request you to give them a good rating or review on their online portal after your purchase. This will help their future customers know that people who have used their products or service have liked them, along with some additional helpful details.

Hence, investing in ways to provide good customer service (like online chats, phone and email services, and so on) helps boost business - because loyal customers can help you acquire new customers free of charge, by recommending the brand to their friends, colleagues and relatives. Their positive testimonials will be cheaper than any other marketing methods, and can bring more and more customers, if the service is liked and appreciated by all or most of the people coming in.