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Getting the edge through customer service
Business can be a very competitive place and getting the edge over others takes a lot of effort. Having quality customer service is vital for this and is a great way of luring customers and giving them a quality service so that they will not go elsewhere.
Customer retention and getting repeat orders are a fantastic way to bring in more money for any company. Upselling products and gathering more orders without additional advertising will increase profits and this depends on quality relations with customers. Not only will good customer service build brand loyalty, it can also help in times of crisis. If a customer is complaining and is not happy with the company, then having good customer service will help to resolve the situation. Being able to communicate and find a resolution to issues is a great way of keeping the public happy.
Good customer service can also help an organisation to work efficiently. Gathering information quickly and easily from clients will help to tailor your approach and increase satisfaction. Fully understanding the needs of customers will be a massive help in developing products and services that fit their requirements, and doing this will allow the company to offer products to the public that are fit for purpose and desirable – helping to increase sales.
Branding and customer service
The brand of a company means a huge amount to customers. People will make a very quick judgement about a product that will last a long time from the minute they see it. If this product is related to a reputable brand that they know and trust, then they will expect it to be to a certain quality and will be much more likely to make a purchase. The expectations of customers have a huge influence on their likelihood to buy, and a strong brand can do a huge amount for sales.
Knowing that a company has delivered for you in the past and provided quality service, leads a customer to seek out the particular brand when making new purchases. Once a customer has found a company that delivers quality they will be very likely to return time after time rather than risk going to another company that could fail to deliver. On the other hand, getting a bad reputation can have a huge impact on the company. A poor brand will lead people to avoid using an organisation simply because of horror stories that they have heard in the past.
Not only will the brand of a company affect the likelihood of sales, it will also affect the service that customers expect. When people go out of their way to do business with one organisation they do so because they want quality. This is the same reason why people may pay more money for the same product – they are paying for the customer service that is included and not just the product itself. The brand of the company will change how people see the organisation, with a great reputation resulting in higher expectations for the company.
How good and bad customer service affects a brand
The brand of a company encompasses pretty much every interaction that a business has with customers. This includes advertising, the types of products and services provided, recommendations, and of course the customer service and support that is provided. Brands try to become synonymous with quality so that a customer knows they will be getting value for money when they purchase goods. A quality product must always come with quality support, and if customer service is found to be lacking it will have a huge impact on the perception of the organisation as a whole. Clients will quickly lose faith in the organisation and begin to associate the brand of the company with issues and poor performance.
