What Is Customer Care & How Does It Impact Your Business?
Having good customer care is critical for the success of your business, and fortunately, there are many ways you can continue to improve your customer care on a daily basis.
Having good customer care is crucial for any business. Quality customer service can lead to more revenue, drive traffic to your company’s website, create more brand loyalty, increase customer retention, and accomplish so much more for your business. No one wants to support a company that has a bad customer care strategy, it’s as simple as that.
You might be tempted to slack off when it comes to customer care for your service or business, but it’s just as important as any other aspect of your business.
For example, if a customer has a bad customer experience when talking to your customer care team, they’re going to go and tell everyone they know about it, which can seriously hinder your brand’s reputation and can even lead to a decline in sales.
What is customer care?
While many people think of customer service when they hear the term customer care, while the two are connected, they are not the same.
It is quite possible for a customer representative to provide good customer service which satisfactorily answers a consumer’s inquiries or remedies their problem but if they provide customer care, it goes beyond customer satisfaction levels and remediation.
Customer care involves making a deeper connection, an emotional connection, that leaves a lasting impression.
Another way to put it is customer service is often a one-and-done transaction from which a person comes away feeling their need was met and proceeds to go on with their day without another thought.
And that is perfectly acceptable, but imagine a scenario where that same person comes away thinking wow, that was more than customers expect. That support agent really cared. They went out of their way to tailor a solution, an out-of-the-box solution that worked for me and wasn’t just the usual customer service jargon.
How important is it?
Think back to the days before big box stores, when people in need of a container of milk or a loaf of bread patronized small mom-and-pop grocery stores.
Sometimes they bypassed similar stores along the way to visit their favourite grocer. It wasn’t always that this chosen business carried a better grade of food, it was because they had developed a long lasting relationship with that shopkeeper.
They were loyal to the business because they knew the grocer would go out of their way to procure a special ingredient or grind coffee beans the way they liked. They’d go to the butcher shop where the meat cutter would provide a special cut of meat.
In other words, people gave their business to establishments that provided customer care. And as they told their neighbours about their customer experience, the business grew a reputation as an establishment that not only supplied them with all the items on their shopping list, it cared about each customer as an individual and a friend.
For expert guidance on creating a customer care campaign, reach out to Match Marketing here: https://match-marketing.co.uk/contact/
Link to original article: https://mailchimp.com/resources/customer-care/