When we purchase a product we are deciding to part with some of our hard earned cash, and sometimes a lot of it. We want great quality when it comes to the merchandise itself, of course, but for many people the customer service experience is just as important. It is extremely frustrating to be let down by the service a business offers, particularly when it involves sorting out any problems after you have made your purchase. It could be that you may need help with internal communications and relationship building and with options like a Cheltenham PR Agency at sites such as www.targetgroup.co.uk/ this will spread any positivity onto your customers.
We are not generally prepared to tolerate poor service; in fact, according to the Telegraph, close to 40 million complaints about a product or service were made in 2013.
Spreading the word
It is part of human nature to be far more vocal when we are unhappy with something than when we are satisfied. If customers have had a positive experience when dealing with a particular business, they may mention to a couple of people how pleased they are. If they have encountered problems, they are more likely to broadcast the details to anyone who will listen.
The influence of technology
Many years ago people who were dissatisfied with a service would have voiced their disappointment to their friends and neighbours, but it was unlikely that the news would spread out of the immediate area. This has all changed with near universal access to the internet, which means that disgruntled clients can go online and get their opinions out there almost instantly. Figures from the Office for National Statistics show that half the adults in the UK use social media sites Facebook and Twitter, which means it is even easier to share gripes; in fact, there are now even websites where you can name and shame a business.
We can see from the above that it is absolutely vital for a business owner to try to keep customers onside by offering exemplary customer service in addition to good value and products that stand up on their own merit. In this way businesses should find that they are more likely to benefit from repeat custom and also new business through recommendations. The rise in internet usage means that any bad feedback can be instantly shared for all to see, making it crucial to avoid such feedback if at all possible.