Dear
Customer Service costs market share
Whether you are the one claiming it, or the one losing it.
Good service can be used as a differentiator for new and old competitors
- Uber’s easy-to-use user interface, in conjunction with its pricing and offer, can be credited for its exponential growth.
- FNB’s customer rewards program and its banking app’s easy-to-use user interface has helped it maintain a competitive market share.
- Zappos uses empowered customer service employees. These employees can spend as much time on the phone with a customer as needed, they are empowered to do whatever is needed to solve a problem- no transfers needed. Customer satisfaction is the only measure that matters
And of course… Apple
Apple reclaimed and maintains its brand loyalty and market share, because of innovation and customer service
Their “Hands-on help” program provides phone support for customers not near a store. Driving success of the customer over ROI for these interactions. People rely on their phones and expect they’ll always be there, and when they’re not working, it’s very frustrating. So, Apple provides a Genius Bar where experts can help you fix your phone, hands-on. When a customer isn’t located near a store, they provide phone support. Plus, the troubleshooting is free, so Apple isn’t making money off the process (“driving success of the customer over ROI for these interactions”).
The result of Apple’s commitment to customer success is brand loyalty. Over the past 8 years, their brand loyalty among customers has stayed above 73% (Statista).
When customer service is used in conjunction with other strategies it can lead to limitless business success. However, when other strategies are used and there is a lack of customer service, there is a limit to the success a business can achieve.
Humanize the customer experience
Have a pleasant day further...
Warm Regards,
Terrill Christians, MBA
CEO | Management Consultant
At Success By Design, we design and implement growth strategies, business processes and customer experiences that increase sales, productivity and generates profit in a sustainable way.
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