Preface: The Customer Service Nirvana
As the owner of an online store with a slick design, stand-out product, cool brand, and entrepreneurial spirit, you are passionate about building your business, your brand, and delivering great customer service.
Us too. Great customer service is our way of life, our mission, and our strategy. Our secret weapon is our approach to intelligent customer communication and real-time customer service conversations — interaction that increases conversions, builds retention and reduces costs.
We both know why we love customer service so much, right? Word on the street is that great customer service builds trust and loyalty like nothing else. And there’s more too…
The benefits of great customer service
We’ve read 91% of unhappy customers simply leave and never come back. Can great customer service win them back and stop them from leaving?
Reports suggest great customer service builds loyal customers who are worth up to 10 times more than their first purchase. So why not continue to throw your money into a bigger and bigger customer service team?
It is 6 or 7 times more expensive to acquire a new customer than it is to retain an existing one. Doesn’t this mean that great customer service will fortify your overall growth strategy?
We’ve also read 78% of loyal customers help spread the word about their favorite brands. So, clearly, your customer service is an amazing social marketing tool too! Right?
And we’ve seen survey’s say 54% of customers won’t even consider switching to a competitor when customer service from your company is top-notch. Well then, you can sit back and relax in the comfort of your forever returning customers…
All of these points seem to say that if you focus on exceeding all customer expectations and create customer satisfaction, the conventional wisdom is you’ll discover riches beyond your wildest dreams!
Like us, you are probably wondering if this customer service nirvana is actually achievable, and whether giving great customer service will really get the results you’re looking for.
We think the truth in all of this may surprise you.
Getting down to business
This guide helps you cut through the hype, uncovers the truth behind great customer service, and helps you avoid having to trawl through a never-ending list of “3 ways to do this”, “10 ways to do that”. In this guide we will uncover:
A definitive customer service model for your online retail shop that’s proven to build customer satisfaction, loyalty, and profitability.
A roadmap to real-time customer service/consumer conversations which will help you beat the competition, hands-down.
We suggest going through this guide step-by-step, chapter by chapter. If you have any thoughts or comments on any of the topics in this guide, just drop us a comment — we’ll be happy to discuss!
See you on the other side.
– Team ROBIN