Customer Service and Your Bottom Line

Without happy customers, you have no business. This is why customer service is a critical part of running a successful operation. The most successful companies understand how important it is to win over customers while continuing to listen to what customers want and then evolving and adapting to the customer’s expectations. In business, the customer experience (CX) is key. Your business’s bottom line will be at the mercy of a customer base that becomes disassociated with your brand.

Customer perception and experience go hand in hand. In the technological age, it’s even more important to stay connected with your customers in a positive way because making online reviews, social media websites and word-of-mouth referrals are crucial factors for every business to consider. When your business goes above and beyond the customer’s expectations, this can have a ripple effect in gaining more loyal brand fans. Likewise, a negative CX can be the difference that breaks a business’s sales goals or reputation for months, if not years.

When you have a strong customer base with individuals who have had positive interactions with your brand, the loyalty base is strengthened. Plus, when it’s time to increase your prices, they will be happy to pay. Well, even if they aren’t too happy, they will still pay for the convenience and added value that your company has provided to their lives.

Also, keep in mind that happy customers are often return customers and they are likely to spend more money when they feel good about the relationship that they’re in with your brand. The emotional experience a customer has during an interaction with your company directly impacts their spending behaviors. In fact, 70% of buying experiences are based on the emotional experience of the customer and how he or she feels she is being treated. So by really focusing on the quality that your support team offers, you can make customers feel happy and valued, which will directly impact sales. So if you want to continue to grow a profitable business, spend time improving your customer experience. There’s always room for improvement. Plus, when your business can provide a more personalized and comprehensive service to its customers, it creates a snowball effect that leads to increased feelings of loyalty from them, additional sales in larger sales volumes, and a healthier bottom line.