Is customer service really important?

MadeKnown 7 min

Never overlook the significance of customer service; it's a game-changer. Putting resources into your customer service strategy today is an investment that yields numerous benefits down the road. Let us break down the reasons for you.

Why does it matter to treat your customers well?

Customer service is the direct line between you and your customers. It’s what keeps them around and brings more value to your business. When businesses offer stellar customer service, they not only retain customers but also make more money in the long run. By investing in customer service, you create a loyal customer base that refers new clients, serves as case studies, and provides positive testimonials and reviews.

What’s the financial upside?

Excellent customer service isn’t just about answering questions or solving problems. It’s a money-making machine. Improving the customer experience can boost sales revenue by 2-7% and profitability by 1-2%. Here’s a breakdown of the financial benefits:

It’s cheaper to keep ’em

Retaining existing customers is more profitable in the long run. About 80% of your profits come from just 20% of your current customers.

People pay for good service

Customers are willing to pay extra for exceptional service. Over 80% of customers say that a good service experience makes them more likely to stick with a brand, even when a competitor is an option.

Lifetime value goes up

The total revenue you can expect from a single customer account (Customer Lifetime Value) increases when you invest in customer service. A great experience makes customers more likely to spend money with your company again and recommend it to others.

Revenue growth

Companies that lead in customer experience have 2X greater revenue growth than their peers.

How does it help marketing efforts?

Your customer service insights aren’t just solving problems; they’re a goldmine that can supercharge your marketing. Here’s how:

Insightful customer experiences

Your customers’ perception of your brand is what matters. Instead of costly surveys, your customer service team can gather valuable insights by asking questions during interactions.

Proactive service as a marketing tool

Being proactive in solving issues is not just good for customer delight; it’s a savvy marketing move. It’s a chance to introduce and promote new products and features directly to customers facing specific problems.

Personalisation for better conversion

Personalised customer service experiences can boost your online conversion rate by 8%. Customers want to feel valued, and good service keeps them coming back.

How does it impact brand image?

Your customer service team is the face of your brand. How they handle interactions directly affects your brand image and loyalty potential:

Affects brand loyalty

Positive customer service experiences make customers more likely to return. 89% of consumers report they are more likely to come back after a positive customer service experience.

Mitigates mistakes

When mistakes happen, and they will, excellent customer service can salvage relationships. 78% of consumers would do business with a company again after a mistake if they had a positive service experience.

Influences purchasing decisions

78% of consumers use customer service to decide whether or not to do business with a company. A positive service reputation impacts potential customers during the sales process.

Why are well-equipped employees crucial?

Happy customer service employees are an asset. They not only make customers happy but also contribute to your business’s success:

Happy employees, happy customers

Studies show that happy customer service employees are 13% more productive. When your staff is equipped and motivated, customers are satisfied.

Customers refer others

Satisfied customers love to share their experiences. Positive word-of-mouth through referrals is a powerful tool for acquiring new customers.

Encourages customer loyalty

It’s cheaper to retain existing customers, and a well-trained customer service team can keep customers satisfied and loyal.

What should businesses focus on for improvement?

Improving customer service involves understanding customer expectations and providing the right tools:

High expectations

Customers don’t just expect service; they want world-class assistance. 58% say their customer service expectations are higher today than a year ago.

Omnichannel solutions

Customers now interact through various channels. Investing in omnichannel solutions is crucial to providing a seamless experience across different platforms.

Competitive advantage

Customer service can set your business apart. A well-trained, positive customer service team can make your company the best version of itself.

The case for investing in customer service is backed by data. To thrive, put effort and resources into recruiting and training top customer service talent. It's not just about solving problems; it's about building lasting relationships and turning satisfied customers into advocates.