Let’s admit it – we all love to be with people who are always there for us, we have connection with, and are easy to talk to. And this is why we fall in love with companies that have excellent customer service.
Their customer service is always there when we have questions or problem, they respond right away, and they make us feel we’re talking to a real person. We may be living in a tech world but nothing beats genuine and humane.
Now I hate to sound like a businesswoman and romantic at the same time but when it comes to customer service, time means love and money.
Engaging Customer Service = Love From Customers
When you give people – specially your customers – your time, you make them feel that you value them. Time is the most precious commodity in the world as we say and believe.
Now where comes the money part? – the business person in you might be saying. Well here are 5 statistics you should know and may convince you to prioritize your customer service this year:
77% of people say that valuing their time is the most important thing a company can do to provide them with good service. (Source: Forrester Research)
“58% are willing to spend more on companies that provide excellent customer service.“ (Source: American Express)
66% of consumers who switched brands did so because of poor service. (Source: Huffington Post)
91% of unhappy customers who are non-complainers simply leave. (Source: Huffington Post)
Answering a social media complaint increases customer advocacy by as much as 25%. (Source: Convince and Convert)
What Should You Do Now?
Start planning on how you can improve your customer service. Do your research, ask advice from customer success experts, and read their articles and books. You can also start by following Holly Chessman’s 5 Proven Ways to Grow Customer Trust, Confidence, and Love. All the main points you need to know in her article are right here in infographic made with Visme.
Great Examples From Brands On Twitter
Now let’s put Holly Chessman’s tips into visuals and examples. Here are 5 companies who fit the things and qualities Holly mentioned.
1.Show you are human – great example: Taco Bell
What better way can you show you are human by having a little fun and sharing engaging visuals.
2. Enroll your audience – great example: ModCloth
If there’s one company who’s really great at interacting and building connection with their audience, that would be ModCloth. Just look how engaged they are! They’re so connected to their audience that their audience is basically promoting their brand.
3. Talk back – great example: Buffer
If I have to name a company that does so excellent in support, it’s Buffer. Not only do they respond fast but they’re also engaging that you that you feel like you’re talking to an actual person and having small talk.
4. Work with influencers – great example: Pinterest
Just like what Holly said, “pick the right niche” and “promote your promoters”
5. Don’t be self centered – great example: CrowdFire
Perfect example, obviously! If you go to CrowdFire’s Twitter page, you’ll notice how quick they are with their support and how they keep their tweets engaging by asking questions to their audience.
Now I’m 100% sure that I’ve missed out companies and organization who also do their customer service outstandingly. If I did, kindly comment them below so we can also learn from them.