A customer is the most important visitor on our premises.
He is not dependent on us.
We are dependent on him.
He is not an interruption on our work.
He is the purpose of it.
He is not an outsider on our business.
He is a part of it.
We are not doing him a favor by serving him.
He is doing us a favor
by giving us an opportunity to do so.
Why Customer dedication?
Customers are the lifeline of any
organisation! The very organisation in which we work exists only because of our
customers.
Remember : No Customers – No Organisations – No employees
Building customer loyalty isn't
easy, but it's worth the effort.
Service to our customers should
always be our foremost and top priority.
We need to do our very best to provide the highest quality products and
services at a fair price to customers. We appreciate your business and we
encourage you to let us know how we can better serve you.
As part of dedication to customer service, it is important to:
1. Make sure that all our phones are always
answered by a live person during our business hours.
2. Communicate whenever there is an issue or
delay (such as unavailable product/service or holiday schedules that would
affect order shipments.)
3. Respond to inquiries, questions about
orders, and other communications in a timely manner.
4. Maintain a healthy and happy work
environment for employees so they can be prepared to serve our customers in the
best possible manner.
5. Ensure the quality of our products and
services through our highest standards and 100% compliance of all practices for
product purchasing, post sales service, and safety.
6. Listen to the customer’s experiences and
take their suggestions for improvements on our products/services, and ideas for
new products.
7. Personal touch
Are you customers satisfied? That’s good, right? Well, yes for the
short term. But in the long term, it’s
not necessarily enough.
Why Customer Loyalty Matters for
Today's Businesses
On average, loyal customers are
worth up to 10 times as much as their first purchase.
Is great customer service really
worth the effort?
It might seem like a no-brainer,
but many entrepreneurs struggle with this question. It’s not as clear-cut as
simply looking at a sales chart to see if your service quality is in the black.
To answer this question, we’ll analyze data (not hunches) from both ends of the
spectrum. Specifically, we need to look at:
1. What are the rewards for providing great service?
2. What are the costs and punishments for providing bad service?
In the following section and
throughout the rest of this post, we will utilize academic studies, consumer
reports and proven statistics to shed light on the pros and cons of running a
customer-centric business.
The rewards of great service
A variety of research shows that
today’s customers place a priority on receiving great service.
A 2011 report published by
American express revealed that 3 out of 5 customers were willing to give up a
former favorite brand in order to have a better service experience.
Even more telling are the results
of the 2010 RightNow Customer Experience Impact report, which revealed that 9
in 10 Americans are willing to spend more with companies they believe provide
excellent customer service.
Eighty percent of respondents
shared the belief that smaller companies place a greater emphasis on service
than larger companies, meaning ...small business success is highly dependent on
the satisfied customer.
The way that small business
owners can beat out big-box stores isn’t to compete with them on the things
they are good at (e.g., low prices, logistics, etc.); it’s far more important
to out-support your competition by providing a level of service that they just
can’t match.
A great service is the bedrock
for creating customer loyalty, and it can come back to haunt you if your
business isn’t making it a priority.
The high cost of bad service
News of bad customer service
reaches more than twice as many ears as praise for a good service experience.
Will bad service really scare
customers away from your business? The data presents a strong case for a
resounding “yes.”
Consumer Reports surveys have
shown that nearly 91 percent of customers will not do business with you a
second time if you botch the first encounter. It was even uncovered that
two-thirds of customers have walked out of a store when they felt the service
was subpar.
The amount of customers willing
to immediately abandon a business reached nearly 70 percent when it came to
poor service on the phone, conclusively showing that customers are willing to
shut you out if you don’t provide the quality of service they expect.
The worst part: You may not know
how much of an impact your poor quality of service is having before it’s too
late.
The White House Office of
Consumer Affairs revealed a startling statistic on how service can silently
affect your bottom line: For every customer who bothers to complain, nearly 26
others remain silent.
BOTTOM LINE : If you continue to provide subpar service, you may start
losing customers without warning.
What this means for your business
By now you’ve seen that building
loyalty among your customer base is more important than ever before.
Your sales team will continue to
have less control in informing and guiding customers through a sales purchase.
Given the “always on” nature of the web, product information, reviews, and even
access to your competitors are all just clicks away from a prospective
customer’s fingertips.
Top-notch companies see this as
an opportunity, not a dilemma. Recent consumer data from a Peppers & Rogers
study showcases how leading business are also leading the charge for great
service: 81% of companies with strong capabilities and competencies for delivering
an excellent customer experience are outperforming their competition.
Will you be among them?
