![]() Excellent customer care starts by thinking about the customer first. Evaluating feedback from customers often.Ĭhanging your customer service strategy starts with changing your mindset.Arming employees with the information and resources they need to do their jobs well.Hiring people with a commitment to serving others, and the willingness to go the extra mile.Ways to Improve Customer ServiceĮnsuring solid customer service experiences requires: In fact, studies show that online reviews that mention “good” or “great” customer service are over 5 times as likely to give a 5 star review rather than a 1 star.Ĭompanies get feedback from a lot of sources, including in-store and through social media. That means word of mouth and customer service matter. A Brightlocal study found 86% of consumers read online reviews for a local business. It shows “online ratings and reviews are a form of word of mouth, which is the most trusted source consumers consult before buying.” That’s only the beginning. ![]() Greg Sterling of Search Engine Land points to research by TurnTo. Word of mouth is no longer only a face-to-face experience. We’re not talking whether they choose to continue to buy from you, but also what they say to others about you. It has a significant impact on buyer decisions. It doesn’t matter if it’s retail, online, manufacturing, education, healthcare, etc.-customer service matters. Regardless of the industry you’re in, or the type of company you have, there will be an element of customer service. Word of Mouth and the Customer Service Experience That’s why it’s important that you provide a quality product and quality experience. They arm consumers with the information to make the right buying decision. The more-popular-than-ever review site provides access to the wisdom of the crowd. They’re vetting you online before walking through the door or picking up the phone. The Internet makes it much easier for consumers to learn about you. What’s the differentiator? Customer service.Īs a small business owner, you have competition and lots of it. They’re no longer limited to a 25-mile radius, and they can shop from anywhere around the globe. They have way more options than in the past. Today’s customers are more demanding than ever before-and for good reason.
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