our What think? do customers
More and more businesses are investing in customer service to make their customers happier, more loyal and more valuable in the long-term. Happy customers also reduce your costs, and the probability of selling to an existing happy customer is up to 14x higher than the probability of selling to a new customer. So while bad customer service can crush you, delivering excellent customer service can help build loyal customer relationships, reduce churn, increase retention and referrals, and quickly grow your business.
But excelling at support—and using it to grow your business—means constantly learning, trying things, and evolving to always be delivering the experience that truly make your customers love you. There are a lot of opinions out there about what makes great customer support. Coming up with opinions and stating them as fact. The first two are useful, but the third? And it is important.
But not as important as you might think. One survey by Gallup measured how engaged customers felt after getting service at a bank. The same holds true for social media, where it turns out that speed actually trumps all. How can you apply this? Customers are often asked to do a lot of work to solve their problems: What they found was interesting: But if you need to persuade the customer to act , then start with the good.
Can you tailor your products or services to better match your customers' needs? Consider asking your customers why they buy from you. It's also useful to check constantly what your competition is doing.
Remember - if your competitors are doing the same, your USP isn't unique any more. The more you know about your customers, the more effective your sales and marketing efforts will be. It's well worth making the effort to find out:. If you're selling to other businesses, you'll need to know which individuals are responsible for the decision to buy your product or service. For information on targeting decision-makers, see our guide on how to target the right people in an organisation. You can learn a great deal about your customers by talking to them.
Asking them why they're buying or not buying, what they may want to buy in the future and asking what other needs they have can give a valuable picture of what's important to them. Strong sales are driven by emphasising the benefits that your product or service brings to your customers. If you know the challenges that face them, it's much easier to offer them solutions. It's also well worth keeping an eye on future developments in your customers' markets and lives.
Knowing the trends that are going to influence your customers helps you to anticipate what they are going to need - and offer it to them as soon as they need it. You can conduct your own market research and there are many existing reports that can help you build a picture of where your customers' markets - and your business - may be going.
Chances are your potential customer is already buying something similar to your product or service from someone else. Before you can sell to a potential customer, you need to know:. The easiest way to identify a potential customer's current supplier is often simply to ask them. Generally people are very happy to offer this information, as well as an indication of whether they're happy with their present arrangements.
If you can find out what benefits they're looking for, you stand a better chance of being able to sell to them. The benefits may be related to price or levels of service, for example.
Are there any benefits your business can offer that are better than those the potential customer already receives? If there are, these should form the basis of any sales approach you make. Our information is provided free of charge and is intended to be helpful to a large range of UK-based gov.
Because of its general nature the information cannot be taken as comprehensive and should never be used as a substitute for legal or professional advice. We cannot guarantee that the information applies to the individual circumstances of your business. Despite our best efforts it is possible that some information may be out of date.
The websites operators cannot take any responsibility for the consequences of errors or omissions. You should always follow the links to more detailed information from the relevant government department or agency.
Any reliance you place on our information or linked to on other websites will be at your own risk. You should consider seeking the advice of independent advisors, and should always check your decisions against your normal business methods and best practice in your field of business. The websites operators, their agents and employees, are not liable for any losses or damages arising from your use of our websites, other than in respect of death or personal injury caused by their negligence or in respect of fraud.
The address of this page is:
Do we care what our customers think? What they REALLY want?
We are pleased to say that the results were great, and we will be continuing to monitor our customer's satisfaction, making sure we improve in all key areas. What impressions are you giving your customers? Learn how to enhance your customer service skills. One of the many reasons is true, honest to God, genuine, good old-fashioned customer service. Here are just a few things our customers have to say about us.