There are a lot of people out there who want to own their own business. Anyone can have a good idea, but it takes branding to marketing to turn a great idea into a profitable one. For the people who do get their ideas of the ground, they are tasked with the duty of keeping their customers and consumers happy. Customer satisfaction can make or break a company, especially with the use of social media being able to spread good or bad publicity. As of January 2014, 74% of online adults use social media sites. Most of these adults will be your customers and they will most likely be sharing their customer experience. A well planned and executed marketing strategy can help make your company great, but when customer service and customer experience is trending up, your company will too.
Customer service and customer experience is essential for any company. Hiring employees that have strong customer service skills is a must for any business. Studies show that 48% of consumers said that the most critical time to gain their loyalty is when they make their first purchase or begin service. Being able to answer customer questions promptly and efficiently, being able to defuse tension and alleviate frustration, as well as being friendly and empathetic are some of the main skills you want to look for in an employee. Reports show that employees only ask for the customer?s name 21% of the time. Building a friendly customer relationship can help make customers happy and make them want to come back for your services. It?s been shown that 91% of unhappy customers will not willingly do business with you again.
Going along with social media, a strong online presence can help to improve your company as well. Research shows that 58% of Americans perform online research about the products and services that they are considering purchasing. Connecting with customers online is one of the biggest ways to grow your brand and to make sure you develop and retain customers for years to come. More than 20% of American adults have posted comments or reviews online about the product or services they buy. Customers are your main source of free marketing and their praise will take your company far, but their cries of frustration can doom it as well.
Happy customers keep a business afloat. If your product has competition and their customer service is better there are chances things will not go well for you. Customer service and customer experience are two of the most important things a company can have. Make sure your business is filled with people who can get the job done.