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The natural thing that happens when we experience something is to share it with others. It is exactly the same with customers. Deliver an excellent service to a customer and they would rave about it to others, treat them badly and they won’t hesitate to spread the news.
The question is, what experience are you giving your customers?
Are you intentionally building brand equity through excellent customer services or simply damaging your reputation by delivering poor services? This is exactly why you should value the Voice of the Customer (VOC).
Anything a customer says to others is mostly taken for gospel. This is exactly why you see the buying decisions of many customers influenced by reviews and testimonials from previous customers.
The same customers can also influence their community actively by promoting your services and attracting more customers to you, by sharing their positive experiences with your brand.
When this happens, you benefit from lower customer acquisition costs, faster transactions and stronger brand reputation.
But for all these to happen, you have to Deliver an Excellent Service to your customers consistently.
Built a CRM Tool. Company Founder. Consultant for Customer Service & Customer Experience
I am constantly reminded how excellent customer services can turn customers into promoters
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