In today's global economy, you're no longer competing with just the businesses in your town. You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. You need a way to differentiate yourself outside of product and price, which can only be tweaked so much.
Smart businesses that find themselves in this situation turn to customer support as the differentiator.
Excellent customer service and support are highly effective ways to stand out because they also build loyalty among your customers. It will often cause them to select you for renewals and recommend you even if your prices are higher than the competition. Just consider these stats:
- 95% of global consumers said good customer service is an important influencer of their brand loyalty [Microsoft]
- 61% have stopped doing business with a company due to poor customer service [Microsoft]
- 75% of companies believe they’re customer centric, while only 30 percent of consumers agreed [Capgemini]
Clearly, there’s a major divide between perception and a hard reality.
So how do you create a great customer service experience that puts you on the right side of these statistics?