Five benefits of good customer service
In 2021, it is no longer enough for businesses to provide quality goods and services at competitive prices. Customers also expect a high level of customer service. At Ixion, we deliver a number of courses and qualifications to help staff upskill and deliver outstanding customer service.
But why is customer service so important? Read on to find out our five benefits of good customer service.
“Creating loyal customers through good customer service can provide businesses with lucrative long-term relationships.”
1. Customer loyalty
Loyal customers have many benefits for businesses. 91% of customers say a positive customer service experience makes them more likely to make a further purchase (source: Salesforce Research). Also, investing in new customers is five times more expensive than retaining existing ones (source: Invesp). Creating loyal customers through good customer service can therefore provide businesses with lucrative long-term relationships.
2. Increase profits
These long-term customer relationships established through customer service can help businesses become more profitable. Businesses can grow revenues between 4% and 8% above their market when they prioritise better customer service experiences (source: Bain & Company). Creating a better customer service experience than those offered by competitors can help businesses to standout in their market place, and in turn make more sales.
3. Customer recommendations
Providing good customer service can create satisfied customers, who are then more likely to recommend the business to others. 94% of customers will recommend a company whose service they rate as “very good” (source: Qualtrics XM Institute). This is useful, as 90% of customers are influenced by positive reviews when buying a product (source: Zendesk). Customers recommending a company through word of mouth or online reviews can improve the credibility of the business.
4. Increase conversion
Good customer service can help businesses turn leads into sales. 78% of customers say they have backed out of a purchase due to a poor customer experience (source: Glance). It is therefore safe to assume that providing good customer service will help to increase customer confidence and in turn increase conversion.
5. Improve public image
Customer service can help businesses to improve the public perception of the brand, which can then provide protection if there is a slip up. 78% of customers will forgive a company for a mistake after receiving excellent service (source: Salesforce Research). Meanwhile, almost 90% of customers report trusting a company whose service they rate as “very good.” On the other hand, only 16% of those who give a “very poor” rating trust companies to the same degree(source: Qualtrics XM Institute). Creating positive customer experiences is vital in gaining customer trust and creating a strong public image.