Customer service is arguably the most important thing for your business to get right. Customers might not tell you that they’ve had a bad experience with your business — but they will tell their friends, family, co-workers and other acquaintances. If you aren’t taking care of your customers, and your business becomes known for poor customer service, expect customers starting looking at your competitors
No matter the size of your business, good customer service should be at the heart of your business model if you wish to be successful. It’s important to provide good customer service to all customers including new, existing, and potential customers.
Companies who are guilty of these bad customer service traits often face negative consequences — many of which are difficult to overcome and can lead to a business’s failure.
Your brand’s reputation is incredibly valuable and not something you want to lose control of. However, especially in the digital age, your reputation is the first thing to take a hit when you have an extended streak of bad customer service. A bad reputation for bad service spreads like wildfire and can seem at times irreparable. Angry customers often take to their keyboards and vent their frustrations online – be it in the form of a negative review, an irate tweet on Twitter, or something else. If anything, customers are more likely to leave a review after a negative experience than a positive one.
In addition to leaving critical reviews, customers also vent their frustrations on social media for their friends, family, colleagues, and the entire world to see. No matter how amazing your product is, if you are not meeting the service expectations of your customers, they will never be satisfied with what you are offering them. Furthermore, ignoring the needs of your customers and not listening to them will result in annoyed customers who will leave your business.
All this leads towards a decrease in overall sales, but more importantly, a major decrease in word of mouth marketing, one the most valuable marketing outlet any brand can have. Any word of mouth marketing would further impact your business negatively.