In today’s digital world, keeping your customer base is as important as growing your customer base. Poor customer service is the cause of many consumers halting their loyalty with companies and turning to their competitors as their new customers.
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The real value behind customer service could mean the difference of keeping or losing current customers and the likelihood of gaining the business of their network. The consequences of losing customers, especially in the Internet age, could spread like wildfire.
Don’t let the impending Halloween ghosts and goblins scare your customer service team off of delivering top-notch service with every interaction. A poor customer service interaction could haunt your company and its greater reputation, cursing future success like a spell in a witch’s cauldron.
Instead, fill your Halloween with happy haunts of strong customer service, scary-good retention and bewitching loyalty. Check out some important statistics below to treat your customers and leave the tricks at home.
Are you a millennial? If you were born between 1980 and 2000, you fit in this generation. They have become a topic of conversation as, with 80 million strong, they now outnumber the baby boomers and have a different perspective than their predecessors. Their mindset, specifically towards customer service, is completely changing the way companies must interact with their customers to stay successful and secure this generation’s purchasing power.
Social media is becoming more engrained in the customer service process, as the available support channels grow. According to The Northridge Group Inc., Twitter, specifically is embracing its place as an irreplaceable customer service channel. Social Bakers stated that, “80 percent of social customer service interactions occur on Twitter.” With a stigma of immediate response and constant interaction, Twitter is a force today with customer service. A strong, consistent social media presence, when done correctly, can generate a successful following with loyal customers.
Salesforce has expanded to Instagram! What do you think will be their favorite filter?
This month, Salesforce announced that Marketing Cloud users would have easier access to Instagram and their 300 million users due to Instagram’s new ad API. It will now be possible to buy and manage Instagram advertising, publish photo content and offer customer service through the popular photo sharing mobile application.
The CRM applications market grew 13.3 percent from $20.4 billion in 2013 to $23.2 billion in 2014. Industry analysts from research consultants such as IDC and Gartner are forecasting continued double-digit growth, with the total Customer Relationship Management (CRM) market projected to be between $30-35 billion in 2018.
In many situations, the saying “no news is good news” is true and desired. However, in customer service, no news from your customer base is not necessarily good news. With serious problems, only about 25 percent of customers will actually act on their negative experience and complain to a customer service representative or a manager, and in business-to-business environments, less than five percent of customers will complain because they feel it won’t do either party any good. The majority of negative experiences will go silently.
Bruce Springsteen once said, “Sustaining an audience is hard. It demands a consistency of thought, of purpose and action, over a long period of time.” In today’s society, what seems effortless and simple is equated with desirable. As the world of customer service becomes more complicated, it has become necessary to make delivery seem more effortless and seamless in the eye of the customer across all channels. For many, it is quite difficult to consistently deliver seamless customer service to every customer, especially with the number of channels to master.
The C-Suite is expanding again. The newest addition to the team is the Chief Customer Officer (CCO). According to the CCO Council’s Annual Chief Customer Officer Study, the CCO role is quickly becoming a “staple of modern business,” as 22 percent of Fortune 100 and 10 percent of Fortune 500 companies already having one on their team. Founder and Executive Director of the CCO Council, Curtis Bingham, believes “with accessibility and consistency of customer experience in mind, many companies have turned to creating a CCO position in the C-Suite.