Brand messaging is key when you want your customers to experience quality service. You need to make sure your service is consistent across all your channels, otherwise the experience will be inconsistent. Your customers don’t want this. And your revenue won’t either once you begin to lose leads.
Here’s a list of stats to prove just how important it is for your business invest in quality customer service.
1. Only 1% of vendors feel that expectations were consistently met
Don’t be that company who offers mixed service across stores and websites. To provide the most outstanding service, deliver quality service all the time.
If your services are inconsistent, you risk losing customers as it can be confusing for them to know who you are and what you’re passionate about. The customer is king. Serve them.
2. 86% of buyers will pay more for the brand and service
Think about it, why do people pay so much more to get a cup of tea at Betty’s over Costa? It’s the service. In Betty’s, you will be seated in a unique setting and allowed to sip at leisure. But in Costa, you will most likely take your brew straight back out, and if you don’t, the service is rushed and noisy.
Customers want a unique and memorable experience, so they're likely to pay more money for it. Provide great service and your revenue will flourish.
3. It's predicted 47% of organisations will use chatbots and virtual assistant for customer care in the next few years
With the increase in online shopping, it’s vital that you continue your quality service. Chatbots answer FAQs and you can add options for more complex queries to be submitted for customer service specialists to answer later.
If your competitors are implementing chatbots and virtual assistants online and you aren’t, you’ll likely lose customers over to them because their service is just better. You want to avoid this at all costs.
4. 53% of millennial shoppers feel that store assistants don’t have the tools they need to deliver outstanding service
For example, if you’re looking for a certain item in-store and you can’t find it, chances are you’ll ask an assistant for help. Some businesses have access to computers in-store where why can look up stock and order any desired items right then and there.
If you don’t have these facilities, you risk losing both customers and revenue as you fail to provide both the service they need and the products they want. You don’t want this. Keep up with the times.
5. Only 46% of shoppers feel like retailers know them
With online retailers becoming ever-popular, it’s even more important for businesses to think about how they can best serve their customers. There’s nothing more frustrating than having to put your card details in yet again when you return to a site to make another purchase.
Have CRM systems that save these details to make customer service outstanding. Plus, a CRM system can store and analyse customer data, which will make it easier for you to market to them directly. Personalised emails telling your customers what they want and what’s on offer is a good example.
Tailor to the customer. It’s just good service.
6. 49% of buyers will make impulse purchases after receiving a more personalised experience
If you serve your customer well, their experience with you will be satisfactory. They are more likely to trust you and want to buy from you again as they enjoy the service you provide.
Again, CRM can help you to do this. Understand your customers and they will understand you.
7. 57% of customers won’t recommend a business if the website is poorly designed for mobile
Because so many people make purchases on their phones, it’s imperative your branding is consistent on this platform too. For example, popular online retailers, such as Amazon and ASOS have their own mobile apps to ensure quality user experience.
Again, you don’t want to lose revenue to a competitor, right?
8. Furthermore, 84% of companies who claim to be customer-centric are now focusing on mobile customer experience
If you can’t provide quality service on mobile, you’re risking a lot. Customers want to be able to navigate your site easily and quickly on their phones, so by choosing to invest in an app or well-designed web page, you’re bound to keep old customers and gain new ones.
Don’t make any exceptions.
9. 84% of organisations who have worked to improve customer experience have reported an increased revenue
These companies have clearly provided outstanding service as part of their customer experience. The result is staggering, right? When your customers are well-served, their experience is so much more enjoyable. When your customers are happy, so is your revenue. Win.
Our key takeaways
Those are some pretty impressive figures. In case you missed out on some of the points, here's a recap of what you need to do when it comes to customer service:
- Constantly deliver quality service
- Provide a unique experience
- Use virtual assistants and chatbots
- Provide assistant tools in-store
- Know your customers
- Personalise your marketing
- Design your website for mobile
- Improve your website for better mobile use
- Improve your overall customer experience for increased revenue
Discover more on the benefits of a CRM system on customer service and experience
Customer service is a top priority for businesses in 2020 and this is only going to become more important in subsequent years. But why should you choose to put customer service first and foremost and what happens if you don’t?
We want you to deliver outstanding customer service at all costs. To do this, you need to get to know what they want and build your marketing strategy and websites around them. You need to be able to obtain their data and store it all in one place to be able to come up with a great strategy for service.
Download our visual graphic below on how CRM can best benefit your business and help you to create flawless service.
