Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

8 Rewards Of A Great Customer Service Culture


Published on

Making the transition to a customer-focused culture can be tough, but the rewards are worth it. There a lot of benefits in having a solid customer service culture. Here are 8 rewards of a great customer service culture

Published in: Business
  • Be the first to comment

8 Rewards Of A Great Customer Service Culture

  1. 1. Rewards Of A Great Customer Service Culture 8
  2. 2. • In business today, customer service has become a very critical component in the relationship between a brand and its customers. • Organizations that offer exceptional service are often leaders in their various markets.
  3. 3. These brands all have one thing in common – a great service culture
  4. 4. • It is not mere coincidence that these brands, known for their great service are also industry leaders in their various markets • It is because they have invested in developing a solid customer service culture.
  5. 5. Various research reveal the relationship between a great service culture, employee engagement, customer loyalty, and profit.
  6. 6. Here Are 8 Rewards Of A Great Customer Service Culture
  7. 7. 1. Better Employee Engagement • Employee engagement and customer satisfaction go hand-in- hand. • You cannot deliver great customer service, without having a customer-focused culture and engaged employees who live and promote this culture. • Before an organization can deliver great service the employees must be engaged, and committed to the service culture
  8. 8. 1. Better Employee Engagement • The enthusiasm and passion of engaged employees cannot be imitated, it is seen and felt by the customers when they interact with these employees or watch them do their jobs. • This sets a positive tone for great interaction between customers & employees. One that leaves both parties feeling good. • Employees feel fulfilled, and the customers feel satisfied.
  9. 9. 2. BetterTrained Employees • Investing in the personal and professional development of employees contributes to building an exceptional customer service culture • Building a great culture involves continuously training staff on its ideals, how their various roles fit into it and what actions can or cannot promote the culture • An organization that invests in training employees demonstrates that it cares about their continual development and progress. • This motivates the employees as they become more efficient in handling and dealing with customer requests. Having a great service focused culture creates the conditions for well-trained employees, who understand the organizational culture, buy into it and have the capacity to execute it.
  10. 10. 3. Improved Staff Retention • When customers are satisfied with the quality of service they receive, even when things go wrong, they are confident that the issue would be resolved. • Complaints and exchange of negative emotions with employees reduce drastically • Employees become more productive as they channel their energy and resources into resolving the customer’s complaint. With better-satisfied customers, quality training and an exciting work environment, employees are even more likely to remain with an organization
  11. 11. • If customers enjoy the quality of service your organization offers, you can be sure they will come again. • A great customer service culture gives you an edge over competition that is very difficult to copy. • This makes it possible for your business to retain a larger customer base, which competitors will find difficult to break into. 4. Customer Loyalty Even if they patronize competition for one reason or the other, they will be reminded of your great service is by the contrast in the level of service offered by the competition
  12. 12. 5. Referrals • Customers who are impressed by the sort of service they have received will share their experiences with; friends, family, peers, drinking buddies and even total strangers. • Word of mouth advertising is the most trusted form of advertising, thus the brand has by having a great customer service culture amassed anonymous salesmen and women who advocate for and promote their products and services for free!
  13. 13. • Customers really want the service or product to work smoothly, but they also want to know that they will be given adequate support when it doesn’t. • They are also willing to pay extra to ensure they are guaranteed a high and consistent level of customer service. • This indicates that offering great service opens up an opportunity to charge a premium for the quality of service being offered – therefore expanding income margins for the organization. 6. Higher Prices
  14. 14. 7. Profitability • More engaged employees, loyal customers, more advocates & referrals and the opportunity to charge a premium for services opens the door to great profitability  A loyal customer base gives the brand multiple opportunities to cross sell other products to the customers and increases their lifetime value significantly  Improved employee retention reduces the cost of hiring and training new staff.  Referrals from advocates increases the customer base and reduces the cost of marketing new prospects  Premium prices increase income margins
  15. 15. 8. Strong Brand • When a business masters the art of having a solid customer service culture it is bound to become a benchmark brand in its market. • It would be a brand that customers use as a reference to describe positive service experiences • In essence, the brand becomes a leader in its market and a household name for consumers. Be the brand that competitors want to copy when designing their customer experience strategy "
  16. 16. The best way to get and keep customers is to offer service better than what competition is offering. In today’s competitive landscape, no brand can afford for customers come across its product offering and dismiss it with a shrug, because of a prior poor service experience.
  17. 17. Invest In Customer Service Develop A Vision For It Make It Culture For Your Organization