If you provide great customer care, you can generate true, long-lasting customer loyalty. They'll be with you til the end.
If you own a car, you know that there is no better feeling than finding the right mechanic. Sure, getting on the open road with the wind whipping through your hair, blasting your tunes and feeling the freedom that comes with seeing the asphalt miles unspool beneath your unburdened feet is ok.
But finding a mechanic you can trust to do a great job, be honest with you, and give you a fair price? That’s perfection.
The reason it is so noteworthy is because it is so rare. That isn’t to fall back on the haory old trope “all mechanics are liars”; they aren’t. But like in any profession, there are some people who aren’t good at communicating the problem. There are some people who aren’t good at diagnosing the problem. There are some people who just aren’t good at fixing the problem. And yes, there are a few rotten apples who tell you that “these tires just won’t be properly inflated until you overhaul your transmission.”
OK, well, you're gonna need like 40 or 50 spark plugs
So when you find someone who gives you good service that you can depend on, you stick with them. You know you don’t have to worry. You become loyal to them.
That’s the thing about loyalty: it isn’t given. It’s earned. And you earn your customer loyalty not just due to the quality of your product or service, but through excellent customer care.
50% of customers quit doing business with a company after a bad sales/customer care experience.
54% of customers started engaging with another company after the bad experience.
25% of customer used social media to voice their displeasure
Social media is a pretty big deal too. Just as great customer care creates new customers through word of mouth, it can also create loyalty. You don’t want to be the company that has to deal with PR problems. You want to be the one that people are happy to talk about. When they start going public, they are ready to be loyal.
How do you get this loyalty? What does great customer care look like?
It’s not just about answering questions of course. It is about steering them to the right products and services. Often, this means increasing revenue through upselling and cross-selling. But that’s not just the mechanic’s trick of insisting that you “check engine” light means you need a new chassis. It means understanding their needs, both now and in the future, and helping to set them up for success.
That’s true customer care, because it demonstrates that you care about your customers. It is just that simple. You know what they need (even before they do) and help them get there.
That’s why we emphasize the importance of employee retention in customer care. Working with a vendor that employs comprehensive and continual training and retains employees means that your customers interact with experts. It means they get their problems solved.
It’s that simple.
Customer care is not a means to an end. It is a goal in itself. It is a service. It is a way to make revenue. Make sure your customer care is in good hands, and customers will put their business in yours.
RDI-Connect is your full-service call center and customer care partner. We combine cutting-edge technology with superior hiring and training procedures to give your organization the support it needs. Your success is ours. To learn more about how we can partner with you, please connect with us today.
RDI Corporation was founded in 1978 and is headquartered in Blue Ash, Ohio. We provide precise business solutions through a fully integrated outsourcing model and our clients ranged from mid-sized corporations to distinguished Fortune 500 companies.