Just recently, businesses across the country celebrated “National Customer Service Week.” As such, businesses put forth extra effort to ensure their consumers’ felt special and even awarded loyal buyers with small discounts to show their appreciation.
While recognizing your customers on this special day is quite thoughtful, I believe that contact centers should strive to deliver the utmost quality of care all year round. Businesses don’t need to wait until a specific day to have an excuse to shower their customers with appreciation. Rather, it should be a consistent practice that’s instilled in a business’s customer care strategy.
After all, superior quality of customer care is one of the main reasons why consumers remain loyal to a company—and retaining loyal customers is paramount to your businesses viability. Not only that, but consumers who think a company prioritizes customer care will spend more money with that particular company as they trust and respect its objectives.
In fact, according to the American Express “2014 Global Customer Service Barometer,” three out of four consumers say they have spent more with a company because of a history of positive customer service experiences, similar to the past two years (75% in 2012; 73% in 2011).
What’s more, over two thirds of consumers state that they are willing to spend more with a company they believe provides excellent customer care; slightly higher than 2012 (66%) and nearing the seven in ten (70%) reported in 2011.
In reflection of National Customer Service Week, think of some unique ways in which you can deliver better customer care all year, whether it’s implementing helpful technology that streamlines business processes or providing more training to your Communicators.
Whatever path you decide to go down, make sure that you don’t wait until next October to show your customers that you appreciate their business and care about their overall brand experience.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.