Regardless of what product or service a business sells, the focus is ultimately on the customer. In today’s era, product quality and price are still the two key factors that influence purchasing behavior. But that is not enough, in the long term, retaining customer loyalty is the top priority for the survival of the business. Customer service quality solves this problem well.
Customer-centric
The development of Marketing in general and the emergence of new marketing activities are rooted in the increasingly fierce market competition. Regardless of what products or services your business sells, the ultimate goal is still to reach customers. With the trend of globalization, the world economy has significantly impacted the current level of competition with the scope of competition not only stopping at one country. More and more domestic and foreign companies appear to provide the same type of products & services with extremely unique and attractive prices at competitive prices that can break the monopoly at any time. Therefore, customers naturally have the right to choose freely. Why should customers choose you? Therefore, attracting and retaining customers, turning them into a source of new potential customers is a vital factor for businesses. To do this, customer service must be valued and raised to a new level.
Turning customer service into a truly effective competitive weapon, businesses have recently tended to build strong and unique relationships with customers through customer service. Typically, telecommunications networks Viettel and Mobifone have increased personal customer care services - considering each individual as unique and deserving of on-site customer service and calling regularly to ask about customers, both to identify customers and to strengthen the relationship between the two parties. Moreover, businesses always know how to connect with customers by listening and learning from competitors as well as from customers themselves through measurement tools, Social Listening or using detective customer services. Businesses mobilize more imagination to help customers have more emotions, become more satisfied and make faster purchasing decisions, along with coming back more times with larger purchase quantities. Smart businesses will actually invest in the art of making customers sell themselves, through customer service.
Enhance customer personal value through CKSH services
Most successful businesses know that the issue is not what they sell but what customers want to buy. Then, businesses create customer value and make customers happy when they buy the product or service they want. Indeed, customer value is the difference between the total value that customers receive and the total cost that customers have to pay for a product or service. The measure of customer value is the total benefits that customers expect from a product or service. Or to put it another way, the value of a product increases when and only when the benefits customers receive increase and their concerns decrease.
Good customer service is a powerful weapon.
According to research, for every satisfied customer who exceeds expectations, they will talk about that joy to at least 4 people and for every customer who does not have a good experience, they will talk about it widely to at least 10 people. The way to communicate information is through many different forms of communication such as direct speaking, via text messages or social networks. Statistics show that on average, 68% customers leave you because the quality of service does not meet their expectations. In essence, customers often buy based on both reason and emotion, reason solves with products - emotion solves with services.
Nowadays, whether a business can survive or not is largely determined by the quality of customer service. Whether a potential customer can convert into a real and loyal customer or not also depends on whether the customer feels cared for or not. The competitive weapon for businesses is nothing other than creating value for their own products and services by sharing and enhancing the personal value that customers nurture through customer service.
