Every business should make customer service their first priority. All other functions are secondary to ensuring businesses maintain great relationships with customers. Side note: it’s not enough to make customer service a priority – businesses must be legendary at it.
Love customers and make them feel important.
Why? Word-of-mouth (WOM) is the strongest form of marketing. If you suck at serving your customers, they will engage in negative word-of-mouth marketing and share their negative reviews about your business online.
Comnio reveres the post-comma portion of the previous sentence. So much so, we decided to build a brand and business around it.
90% of dissatisfied customers won’t complain to the offending firm.
77% of non-complainers engage in negative WOM.
3 ways to become legendary at customer service.
- Ask what you can do (and what you can do better).
This does not mean interrupt their visit to your website with a pop-up survey.
- Say “thank you.”
A simple thank you goes a long way, and far too few are expressed.
- Be honest.
Learn from the many companies that have overcome “oh shit” situations.