Over the past 4 1/2 months of writing this blog we’ve mainly focused on the value of video to your marketing efforts and discussed strategies and ideas for maximising this for your business.
That’s partly because when people think of how to grow their business, they often think of overtly outward facing tools, such as video, animation, websites, networking etc. There is a tremendous value to all of these avenues and any business that’s looking to grow should engage across most of those areas. However, your outbound marketing efforts are only the tip of the iceberg.
There has to be substance beneath the surface and that’s where paying attention to the quality of the service you provide your clients is essential. So let’s look at just a handful of reasons why quality customer service can give you the edge over your competition.
According to Entrepreneur.com ‘on average, it costs approximately five times more to attract a new customer to your business than it costs to retain an existing customer.’ This simple fact alone should be enough to convince you of the value of customer service, but there’s also a secondary benefit to customer retention…
A happy customer who enjoys using your services or products is the most valuable marketing tool in the world. Word of mouth recommendations can completely transform a business’ trajectory. Every happy customer you have is an influencer within their own circle of friends, relatives and colleagues.
Giving your clients a great personal experience with your business dramatically increases the chances that they’ll recommend your product or service to a friend down the line, at zero cost to your business!
A smile, being polite and timely in your response to an email, taking the time to listen closely to understand your customers needs, none of these involve any cost to you or your business. All they require is effort and it’s an effort with a clear value to your business down the line.
This is really obvious when you look at big high street brands. They understand the value of public perception to their business and take great care in trying to manage this. The simplest way to do this is through delivering quality customer service and an enjoyable customer experience overall.
Long term customers keep your business going, year after year. You can’t survive solely on new business and that’s why only 4% of new businesses make it past the 10 year mark. We’re now entering our 29th year in business and that is in no small part thanks to the long term client relationships we’ve built along the way.
Customer service is absolutely the simplest thing to get right, but sadly it’s the part of business that most people get wrong. Give yourself a competitive advantage with great customer service.