How to Offer Great Customer Service and Create a Loyal Consumer-base



  • According to the White House Office of Consumer Affairs, on average, loyal customers are worth up to 10 times as much as their first purchase. What is more, it is 6-7 time more expensive to acquire a new customer that it is to retain a current one. An existing customer is also 60-70 percent more like to buy from you compared to only 5-20 percent of new prospects.
    On average, 78 percent of your loyal freeessaywriter customers will bail on you because of a poor service experience. Are you placing an emphasis on customer service? How can you build a loyal following of consumers? Let’s see three ways on how to go about this.

    1. Compete On Great Customer Service Over Price
      Believe it or not, great customer service is really worth any effort you put into it. According to a 2011 report by American Express, 3 out of 5 customers were willing to give up their favourite brand for a better service experience. What is more, 9 in 10 Americans would be willing to spend more with companies that offer excellent customer service. Clearly, great customer service tramps competition based purely on price.
      How though do you out-support your competition with a level of free essays online service that only you can provide? The fundamentals of great customer service are the same, whether you are offering it online or at your brick-and-mortar establishment. You are the same business interacting with the same customers, and offering the same products and services. The only difference is the channel.
      One way to deliver great customer support is to consider the type of questions being thrown to your support team. Do your customers contact you when their product or service is not working? Then consider offering immediate responses. Are customers contacting you to find out about shipping? Then consider partnering with a shipping company and offering discounts.
      Remember also that email support is much better at delivering wow support as opposed to phone support. Can you write a note to thank your customers, send a gift, respond publicly on your Twitter feed. While you may not be in a position to do this for every single complaint that you receive, it can be a great opportunity for one lucky customer who will most likely retell the story to family, friends, and acquaintances for days and weeks to come.
      A classic example of great customer service is about an employee of Rackspace, a managed hosting and cloud computing company, who was on a marathon troubleshooting session with a customer on phone when she overheard him talking in the background that he was getting hungry. The customer service agent, put the customer on hold and ordered them a pizza. 30 minutes later, while they were still on the phone, there was knock on the door. The customer agent told them to go answer the door since it was pizza. Wow!
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    ¦ When a service seems just plain “nice” and passionate that it makes you want to say “Wow!” then you are doing something right.


    When a service seems just plain “nice” and passionate that it makes you want to say “Wow!” then you are doing something right. Its easy to see how such service can elicit comments like “That’s how you get me coming back” which are found all over Reddit advocating businesses that are getting it when it comes to wowing customers. Zappos is another classic example of how a little enthusiasm can put smiles on hundreds of people’s faces resulting in positive comments across the web.
    2. Move People As Opposed to Moving Products
    According to a study published by the Harvard Business Review, “of those consumers who said they had a strong brand relationship, 64% of consumers cited shared values as the primary reason.” Consumers everywhere are loyal, not to companies, but to brands and this emotional attachment typically starts with a “shared value” that consumers believe they hold in common with the brand. It is what the business stands for that consumers’ value and care about.
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