Why Customer Service Still Matters
When interacting with brands/companies or businesses in general, you're bound to deal with people at some point in the process. Even the savviest, most tech-driven companies have really great customer service. Why? Well, they value the importance of keeping customers happy; happy customers buy things. Happy customers who buy things once will probably buy things again and again and again...satisfied customers are great for business. It doesn't take a genius to know this! But in case you need a few reminders, I've got three reasons why brands should pay extra attention to how they treat their customers:
Great customer service = fewer problems
Alright. I had a really horrible experience with a "company" recently. To cut a long and embarrassing story short, I contacted the company to get a refund for services I did not need. Initially, I was told (very abruptly) that I could not get a refund because I willingly made the choice to purchase. Keep in mind, their website clearly states customers have 30 days to get a full refund, if they so desire. While on the phone with these janky janksters, I reminded them of the their policy on their website. Still, they were refusing to run me my money. At this point, I'm extremely frustrated, and slightly embarrassed to even have put myself in this situation, but that's neither here nor there at this point. In order to get what I wanted, I had to pull out the big guns...that's right, I found myself threatening to report them to the Better Business Bureau and running down a few receipts. After this, there were a few seconds of silence...before I knew it, I heard, "Ok ma'am, not a problem. We'll process your refund right away for you." Why did their tune change so suddenly? Because their business' rep is on the line (and those receipts were legit). Problems are always going to present themselves for any business, no matter how hard you try to avoid them. Like life, you can't avoid problems, but you can definitely avoid friction and arguing with disgruntled customers. It's best to just give them what they want, especially when you're in the wrong.
Otherwise known as, brand awareness. If a company treats its customers really well or really poorly, people will know about it. Between Yelp reviews (which I didn't know were still a thing), @-ing businesses on the Big 3 social platforms and customer satisfaction surveys, people know how and aren't afraid to give companies a piece of their mind -- or, on the contrary, offer them extreme praise. But it doesn't stop there; consumers share their feelings with their network too, offline. All of these avenues of praise or complaint impact a businesses' bottom line: sales. Solid word of mouth marketing does wonders for your brand.
People need to trust their faves
K. Dot and Rhi-Rhi were singing to us about this recently: loyalty, loyalty, loyalty. Excellent customer service creates an environment of trust people need to have/feel from the brands they interact with the most. In a world where attention spans are short and short-term joy is a swipe, click or double-tap away, folks only stay loyal to brands when they have a really great reason to do so. Ok, example: I love Apple products. I am loyal to the brand. iPhone, MacBook, iPad, Apple Music -- my jam. I did try Tidal, but meh. Not impressed. Apple is consistent. Apple is helpful. Apple is smart. They know me and my preferences. Oh and their customer service? Un-freaking-matched. I would go as far to say I love having a problem with them because they know how to fix it...and quickly. It'll come at a price sometimes, but isn't peace of mind worth some level of investment? I mean c'mon. Don't sell yourself short. I know I'm not the only one who feels this way about a brand they love; brand loyalty inspires that particular company to work hard for the people who love them. People try out new brands everyday, B. Don't be that brand that lost customer loyalty. Keep ya people.
Maybe sometime soon I'll share more details about the incredibly embarrassing and down-right silly experience I had with the "company" I mentioned earlier. Idk. I only share personal experiences when I think they'll be a blessing to someone. Errbody doesn't need to know err'thing. Know what I mean? So. We'll see.
*This post was done in partnership with SmartBuyGlasses. Check 'em out. They're dope.*