Even though the commercial landscape seems quite impersonal in this day and age, customer service still holds as one of the most important tenets of business. In fact, the hyper-connectedness of consumers means that customer service has become more important than ever.
Brands that are able to achieve a high level of customer service will be better equipped to scale their customer base at the same pace as their operations growth. Brands that fail at customer service will find that their new offices and recently-hired staff will have little to do after their reputation has been disparaged in front of a global online audience. Heroes heros
To stress even further the impact customer service can have on your business, here are three great reasons that top-level service should be high on your list of priorities:
Customer Service is an Ambassador for Your Company
There is a rare chance that a customer will be in your back room to congratulate you on a job well done when your shipping department handles a stack of invoices with lightning speed. Some customers may not even be able to discern how skilled your brand is at creating a quality end product. What they will be able to tell is how well they are treated during the whole process.
The truth is that we can often get wrapped up in the day-to-day of our jobs and consider the customers as secondary. The obvious irony is that without customers, there would be no job. Keeping things in perspective should realign the importance of handling customer needs, no matter how frustrating they may be. Focus your brand on where the money comes in and never forget that customers are who pay your salary.
If you do, the customers will have a glowing appreciation for your efforts and be far more satisfied than they would receiving a great product with a lackluster customer experience. Everything comes down to the crucial moments they interact with your staff, especially when something does not go according to plan.
Good Customer Service Drives Loyalty
For all the strain technology has put on human relationships, people still crave personal connections. When they feel connected with your staff, they are more likely to engage in a relationship with your company and recommend others to do the same.
Repeat customers can quickly become your easiest customers because of the familiarity involved between you and them. Push them away with bad service, and the relationship will be strained no matter how great your products or services are.
Customer Service is Becoming the Only Way to Compete
Increasingly, brands’ positioning have become irrelevant in a sea of similar choices. Customers can become “serial switchers,” leaping from one brand to the next as price or their personal convenience fluctuates.
One way that brands are pushing back against this trend is to provide a uniquely satisfying customer experience that carries on long after money changes hands. Companies that can provide such a quality experience will see many more opportunities come their way thanks to the vocal nature of today’s seemingly always-online consumer.
Ensure that your brand is able to provide a personal touch in ways that are unexpected to improve customer relations in such a way. Direct mail, letting them know you appreciate them and their business, can have a huge impact on their opinion of your brand.
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