This post has been extracted by Charing Kam from our e-Book, “How To Keep Your Customers Coming Back”.
Every consumer has had positive and negative experiences with a brand. There are plenty of infamous examples to choose from when thinking of bad customer service experiences.
A product might be really great for the most part, but as a consumer, the first time that you have to sit on a phone for two hours going back and forth through customer service channels, you’re likely to be a bit turned off from that brand.
You can probably think of a few cases when great customer service outshone the product itself. Ever been out to a meal with “meh” food, but an overall excellent dining experience otherwise? Sure, you may not frequent that restaurant often, but being served by warm, friendly wait staff in a nice atmosphere made your experience very enjoyable.
Customer satisfaction isn’t just about whether or not the product works for the customer. Customer satisfaction is about the entire experience of buying, using, and troubleshooting the product or service.
Your goal is to please your prospects and customers — no matter where they are in the buyer’s journey — by creating an experience that is as hassle-free for the customer as possible.
Your product is only one piece of the equation. In reality, customer service is what drives revenue, retention, reputation, and referrals.
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