Brand experience does matter.
According to the Chief Marketing Officer Council, 54% of those surveyed said they'd give up their memberships in Loyalty Clubs if they had a negative product or service experience with a brand.
It's critical that the customer service you deliver does not in any way reflect poorly on your brand. The potential loss of business is far too high, even with those customers who indicated a preference for your product by signing on as a club member.
When Harvard Business Review asked consumers what dimensions of customer service they would most like to see companies measure, the highest number (65%) said "knowledgeable employees." Consumers defined these desirable employees as being able to "answer my questions without putting me on hold, searching for someone, or transferring me."
62% said they value the customer service employee who "treats me like a valued customer" and 54% want a service person who "demonstrates desire to meet my needs." The lowest percentage, 31%, wanted "relevant/personalized service."
Any way you cut it, in order to thrive, organizations must create positive experiences for their customers with each and every interaction. These positive interactions drive the repeat business, cross-selling and up-selling of services, loyal customers, and referrals that maintain revenue growth and reduce costs of sales and service.
Customer service training should equip your service employees with targeted and effective customer service skills that allow you to truly "live your brand promise."
Learn more about:
Knowledge Management
Front Line Service Skills
Relationship Service Skills
Branding Service Skills
Customer Conflict Skills
Electronic Communication Skills
About LSA Global
Founded in 1995, LSA Global is a leading performance consulting and training firm that helps high growth technology, services, and life-science companies create a competitive advantage by powerfully aligning their culture and talent with their strategy. Learn more about getting aligned
