A story that I often share with companies is that I worked for a company that grew from a few employees to a purchase of billions of dollars – and the user experience was terrible. Sure, there were aspects of the system that were a competitive advantage… but for the most part, it was a nightmare. What grew the company beyond anyone's imagination was three things – sales, marketing, and customer service.
Where the platform lacked, the account management and customer support staff didn't just make up the difference – they exceeded all expectations. With the prevalence of social media and review sites, the negative and positive impact of public recognition isn't simply great for customer service, it's great for marketing acquisition as well.
The Top 5 Reasons that Create a Decrease in Customer Loyalty
- Being transferred between staff.
- No response to an email.
- Length of time on hold.
- Being unable to reach a human.
- Unknowledgeable staff.
So… the lesson learned here is that communication is a key to great customer service and customer loyalty! Account management and customer service aren't simply an expense for companies, they're an incredible profit center with a positive return on investment. The bad news is that no one is really doing it well.