Placing clients first is key to being successful.
Outstanding customer service has proven to be important in establishing a strong, trusted brand. People aren’t just buying products or services; they’re buying the overall experience. Following are tips for ensuring good customer service that builds a strong reputation:
Understand the Connection Between Service and Reputation
There is a direct correlation between interactions with your company and the reputation your brand develops through reviews and word of mouth:
- Outstanding service sets your business apart from the competition and gives people the confidence to buy from you again.
- Brand reputation represents the perception your company has built up over time – 91% of consumers base their purchase decisions on online reviews*.
Prioritize Proactive, Empathetic Service
Manage your online reputation by being proactive rather than reactive:
- Anticipate customer needs and catch minor problems before they escalate.
- Empathy is key – see the consumer’s perspective and express understanding so they feel heard.
Learn From Customer Concerns
View issues as opportunities:
- Solve issues quickly – discuss with your client and follow-up with positive actions.
- Collect customer feedback and use it to make improvements.
Consistency Matters
Consistency plays a big part in building trust with customers:
- Consumers expect the same level of service whether it is in person, over the phone, online, etc.
- The cumulative experience determines customer satisfaction.
Building trust is an ongoing effort – placing clients first is key to being successful and is an essential part of managing your business’s reputation.
Source: Forbes Business Council, by Michael Podolsky, Forbes Council member; *Reported by Inc.com