The number one priority for companies to succeed has changed. Not only do companies need to create great products and services, but they also need provide great customer service. Return customers, referrals, and an overall positive image won?t result unless a company is easy to reach and quick to respond.
As a digital agency, we completely support the utilization of digital and traditional advertising. Branding is significant in creating the company message. Identity packages are crucial in reinforcing that message. Websites and social media allow customers to have an online impression of your business. The list of marketing benefits goes on, but if your business has poor customer service, no amount of marketing or advertising will save your brand from the power of the customer review.
In essence, your customers become your marketing department. Depending on the service received, reviews will begin popping up on Twitter, Facebook pages, Yelp, and review websites ? and customers aren?t afraid to hold back.
We?ve all been there. We go online to research a product we really want. Two stores in your area have the same product, same price. Which store should I choose?
Reviews for one store are all positive. Friendly employees, quick checkout, helpful, etc., but unfortunately the same can?t be said about the other store:
?Employees were rude and would not help me find what I was looking for.?
?Employees were not knowledgeable on the products I wanted.?
?Employees were unenthusiastic, looked tired, and even didn?t attempt to help.?
Whether a buyer has a poor experience inside a physical store or through an online purchase, it will be noted and passed on either to an online to community or to family and friends. Either way, providing poor customer service to one person will cause you to lose business to an entire network.
If you want to make sure to uphold a positive public image of your company, double-check customer service policy, training, and the integrity of the employees you trust in this position. It could be your savior or your demise.
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