Your business business customer service Information
Business success is dependent on a variety of factors – a realistic business idea, a well thought-out business plan, an appropriate marketing strategy and great customer service are amongst the top ones. While customer service is a part of marketing, it can be segregated as a separate field on its own. It’s important to define the term customer service before we proceed. Customer service includes all aspects of interaction with a customer and speaks to the organization’s image in the mind of a customer.
A customer provides an organization with that most organic of all advertising tools – word of mouth advertising. A happy and satisfied customer is much more likely to send more customers your way. Further, there is the potential for repeat business, which is the backbone of many businesses. It is obvious that a customer who has been provided with a product or service that he or she desired in the ideal way, would build a relationship with the seller.
Further customer relationship management teaches the business where there are flaws in the system and provides valuable customer feedback. When a business receives feedback, it is able to see the customer’s image of the organization and the impression of its services. This tool is invaluable in correcting systems as well as image management for the business. It is also an outsider’s perspective, which provides the business owner or management a unique insight.
Additionally, a satisfied customer would be more likely to participate in activities that help to generate customer preference data. This data goes back to the marketing function in assisting the organization to better target and attract it potential customers.
In fact, it would not be a stretch to say that without good customer service, a business would not survive. The old adage ‘The customer is always right’ has been the foundation of many an organization and what it really means is that keeping customers happy is the foremost principle of any business. The reason for the survival of many small businesses in a tough and competitive market is their ability to provide personalized customer service. It is the human touch that warms and enlivens an organization in the customer’s mind and goes towards building a relationship. This relationship is the basis of future growth for a business.
Regular and sustained interaction with a customer ensures that the customer feels connected with the business. For instance, a small pub owner who chats with his customers and knows them by name builds a relationship with them. Further, when he makes sure that their regular bartender makes their drinks and the food is fresh and hot, he is providing customer service. The customers have a good experience and feel that the establishment treated them well. Once an organization grows or goes online, there is less potential for this face-to-face interaction and then the business must find creative ways to ensure customer satisfaction.
The role of customer service to a business, online or offline is essential to its growth and survival.
William King is the director of
UK Wholesale Suppliers,
Wholesale Suppliers . He has 18 years of experience in the marketing and trading industries and has been helping retailers and startups with their product sourcing, promotion, marketing and supply chain requirements.
Article author: William King
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Article author: jaya saran
A great branding campaign is an asset to your business and is sure to pull in repeat business. Here are the reasons why:
Inspires trust: –
A branded product or service tends to inspire confidence in people because there is the perception that the quality of service will be higher. This is usually because the branding makes the product or service easily identifiable and it becomes more important to the business to maintain a good reputation. People tend to view unbranded products with a little bit of suspicion due to the pervasiveness of branding in every sector of business. Retaining customers is a factor of trust, a brand is able to create in their minds.
Builds brand identity: –
Customers associate a certain image with a brand name product or service so in one sense, a business without branding is a business with no identity. Once a customer has purchased a product or service from a business and is satisfied with it, branding allows the customer to locate the business easily again and get repeat business. For instance, if you were to eat the best ice cream in the world at a little drive by ice cream place, you’re not likely to remember its name, or anything beyond the taste of the product. But with branding, it is likely that you will remember some other little detail that will help you find the place again or locate it in your own town.
Know what to expect: –
Along with identity, a major portion of repeat customer business comes from satisfying and living up to a set standard each time. Branding suggests to the customer’s mind that you have established certain standards and will deliver on these every time you sell a product or service. This means that the customer has an idea what to expect and comes back for the same experience again. One of the functions of retaining a customer is to provide the same level of service and branding carries the connotation that you will do that.
Growth with branding: –
Branding can be an essential part of the growth of a business. It is the backbone of expansion simply due to the fact that it provides you the opportunity to use the good image that you already have in place and replicate your success. For instance, going back to the earlier example, if you were to eat this great non-branded ice cream, you’d probably rave about it and then forget it after a while. If you were to eat one that was branded, you’d probably notice the next time you passed another ice cream place with the same branding and then become a repeat customer. You’d know that you could get this product at different places and would look for it closest to your own home.
Aspirational brands: –
In case of lifestyle brands, the repeat sale is about the experience and branding makes all the difference in retaining customers in this section of the market. If you are able to sell a great experience to the customer along with a great product or service, the customer is sure to come back and give you repeat business.
William King is the director of
UK Wholesale Suppliers,
Wholesale Suppliers . He has 18 years of experience in the marketing and trading industries and has been helping retailers and startups with their product sourcing, promotion, marketing and supply chain requirements.
Article author: William King
