Your customers are the lifeblood of your business – here are some things that you can do to make sure that they remain loyal to your business and that you build a reputation for providing fantastic customer service.

1. Only 29% of the UK’s small
businesses believe that
customer service is a key
differentiator in today’s
competitive marketplaces.
This compares to 88% of
Spanish businesses and
77% of Italian businesses
who see customer service as
being the differentiator that
helps them stand out.
81% of customers
would be willing to PAY MORE
in order to receive superior
customer service
Your customers are the lifeblood of your business – here are some things that you can do to make sure that
they remain loyal to your business and that you build a reputation for providing fantastic customer service.
THE PROVIDING
GREAT CUSTOMER
KEYS TO
SERVICE
£
£
Source: http://www.businesszone.co.uk/blogs/andyhanselman/compete-or-get-beat/25-
customer-service-statistics-2012-help-you-2013
When companies
engage and respond
to customer service
requests over
social media, those
customers end up
spending 20% to
40% more with the
company.
When asked what were the key drivers for
a customer to spend more with a company
40% said improvement in the overall
customer experience and 35% said provide
quick access to information and make it
easier for customers to answer questions.
Source: http://www.businesszone.co.uk/blogs/andyhanselman/compete-
or-get-beat/25-customer-service-statistics-2012-help-you-2013
Offer multiple options when
it comes to getting support
1Not all of your customers will
want to get support from you
in the same way, some will be
more comfortable picking up
the phone; others will contact
you via email or social
media. Make sure that your
customer’s preferred ways of
getting the answers that they
need are available.
Empower your customer
service team
3Make sure that your
customer service team have
access to the information
that they need, and the
power to solve your
customer’s queries.
The top 5 things that create a decrease
in customer loyalty are:
• Being transferred between staff
• No response to an email
• Length of time on hold
• Being unable to reach a human
• Unknowledgeable staff
Monitor your
performance
2How are you doing when it
comes to customer service?
Monitor customer feedback
and complaints regularly, and
if you see a pattern or notice
areas for improvement, make
sure that you address them.
Put your customers at the
centre of your organisation
4It’s not only your customer service
team that are required to deliver
five star customer service. Every
member of staff within your
organisation should have the
customer at the centre of what
they do every day.
Source: https://blog.bufferapp.com/social-media-for-
customer-service-guide
Source: http://www.businesszone.co.uk/blogs/andyhanselman/compete-
or-get-beat/25-customer-service-statistics-2012-help-you-2013
Source: http://www.businesszone.co.uk/blogs/
andyhanselman/compete-or-get-beat/25-customer-service-
statistics-2012-help-you-2013
CustomerLoyalty
customer
feedback
Monitor&address
ALL