You’ve heard us talk about it for some time: the happier your customer service team, and the happier your customers, the more growth your company experiences.
You can certainly seem to come up with exceptions. You probably have experience with your own consumer companies who don’t give even a hint of caring about you, but somehow continue to do just fine.
Usually, those companies exist in markets with low competition. And so they just toss customers back-and-forth with their competitors.
But what would happen if one of those companies transformed their customer service into one that actually did its job well?
You can only wonder.
You can’t do anything about other companies. But you can make your own customer service awesome and turbocharge your revenue as a result.
Take a look at compelling evidence from Forbes Insights that sheds light on making customer service work for your company and customers:
1. 72% of Execs Agree Happy Employees Make Customers Happy, Leading to Rapid Growth
Executives also put their money where their mouth is. 76% of companies studied are prioritizing employee happiness over the next three years. However, just 29% of the companies lagging behind are making it a priority.
Leaders know what drives the growth of their company. And if they don’t, they won’t be in their leadership positions for long.
So you can trust their focus on making both customer service reps and customers happy.
2. Revenue Growth Alone Does Not Motivate Your Customer Service Reps
Growing your bottom line is good and motivating. However, it’s really abstract and far away from any kind of personal benefit for your customer service team.
Thinking about it logically, this makes sense. Imagine that your customer service team works in a stressful environment they really don’t enjoy. It’s a chore to come to work every day.
But, they hear how much your company has been growing lately.
Well, that’s great! But what good does that do them personally if they have to come into a job they really don’t like all that much every day?
So revenue growth is good. But you need to work to create a culture your customer service team truly enjoys and benefits from at a personal level to keep them motivated.
3. Employee Experience and Customer Experience Decision Makers Need to Align Their Priorities
By far, the biggest barrier to making employees and customers happy is that the decision makers in both areas aren’t on the same page.
Executives agree that happy employees will help you make your customers happy.
But figuring out how to go about that is the problem.
Leaders in both areas must meet, resolve any issues, and unify around shared principles and objectives to improve employee and customer happiness.
4. COVID-19 Is Creating Even More Pressure to Keep Employees and Customers Happy
Consumers are spending less. The economy, while still in decent shape, isn’t exactly what it used to be pre-coronavirus.
So, you have reduced demand with the same level of competition.
How do you stand out and win more market share?
Keeping customers happier than the competition so they keep coming back. So if customer experience has ever been a priority for you, it should be even more so now.
Yes. Having top-notch customer service makes good sense for your business. What can you do today to improve yours and beat out your competition?