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).

Customers Will Always Share Their Experiences With Others

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.

The Voice Of The Customer Is Very Loud

<img alt="MyCo" src="https://miro.medium.com/max/500/0*-CX92gw-SkB" width="28" height="28">Toba spent almost 30 minutes describing an experience he had on a recent holiday travel. Yannis, the driver sent from the hotel to pick him up from the airport was one of this highlights. And when Toba shared his full experience, I am reminded that customers naturally share their experiences with others, good or bad. The question is, what are your customers saying about you and your brand?<figure><img alt="" src="https://miro.medium.com/max/500/1*uNqCUj1LQVSCg3swZsYn0g" width="680" height="453"></figure>It is very easy to miss something off your travel list. And in this case, Toba knew he had to sort out some travel money as soon as he landed in Greece. So after getting off the aeroplane, making his way past immigration and picking up his luggage, travel money was his priority as he looked out for the driver sent from his hotel to pick him up.Finally, Yannis showed up in the warmest of welcomes, helped Toba into the pick-up vehicle, ready to take him to the airport.So Toba politely asked where he could withdraw some money for his stay in Greece. Now this was off-service for the driver, as he was expected to pick the passenger up, quickly bring him to the hotel and get ready for his next job.But Yannis wasn’t in a hurry to abandon the passenger for his next one (a lot of businesses make this mistake, abandoning customers they got just to seek new ones, a message for another day).Yannis was excited to give his passenger the best of experience, during the ride, and of course to help him locate a cash point where he could withdraw the money he needed.From one road to the other, from one destination to another, it seemed a little difficult finding a cash point in that moment. I can imagine the extra time spent looking for a cashpoint and possibly some road traffic too, but eventually, Yannis located a cashpoint that Toba could use, and he was able to make his local currency withdrawal quickly.Toba was really pleased at how Yannis went over and beyond to serve him excellently with a lot of patience too. He also mentioned that Yannis was a pleasure to speak to and it helped him build a lot of trust with the driver immediately.Toba knew that he wanted a great experience while in Greece, so he further asked Yannis for recommendations of tourist attractions and he got a lot of information from Yannis too. This is simply the ideal customer experience, getting all the information they need without stress.Question — how easy is it for your customers to get information they need?After finally arriving at the hotel, Toba recalls how his journey from the Airport to the hotel was excellent. He had received the best customer service in that moment, and it made him realise why customer service is so important, so he shared this story with me.<h1 data-selectable-paragraph="">So what can we learn from this?</h1><OL><LI>Customers never forget — whatever experience you leave your customers with can be totally unforgettable. Give them the best of experiences and they will share it with others and promote your brand. Leave customers with a distasteful experience and they will also tell others about it, remember, bad news travels faster.</LI><LI>Customers appreciate good service — customers are human at the end of the day. If you want your customers to treat you politely, engage with you continuously, simply give them a good service. It really can be that simple.</LI><LI>The Voice of the Customer (VOC) is very impactful — your customers have a super-power to promote your brand. There is a reason why reviews and testimonials are common, it is simply because new customers listen to other customers before making buying decisions. So if you want your customers to leave you good reviews or share great experiences to other potential customers, you need to deliver great services at every possible customer touchpoint.</LI></OL>All in all, the importance of customer services cannot be over-emphasised. Whatever your products are, whatever your services are, ensure you put in the excellence required to give your customers the best experience possible. It is simply a loop you create to further bring new business to you through repeat business and referrals.Service is everything.And if you’re thinking of what next steps to take to delivering the best services possible, maybe it’s finally time you setup a CRM (Customer Relationship Management) system for your business.Our tool, MyCo (www.mycentreoffice.com) gives you a business toolkit for managing your customers so you can deliver excellently and retain them for a very long time.<figure><img alt="" src="https://miro.medium.com/max/500/1*1AKbbHmdVwQulVkUbEY_lA.png" width="680" height="680"></figure>What did you like about this article? Please leave a comment.

I am constantly reminded how excellent customer services can turn customers into promoters

Toba spent almost 30 minutes describing an experience he had on a recent holiday travel. Yannis, the driver sent from the hotel to pick him up from the airport was one of this highlights. And when…

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Toba spent almost 30 minutes describing an experience he had on a recent holiday travel. Yannis, the driver sent from the hotel to pick him up from the airport was one of this highlights. And when Toba shared his full experience, I am reminded that customers naturally share their experiences with others, good or bad. The question is, what are your customers saying about you and your brand?

It is very easy to miss something off your travel list. And in this case, Toba knew he had to sort out some travel money as soon as he landed in Greece. So after getting off the aeroplane, making his way past immigration and picking up his luggage, travel money was his priority as he looked out for the driver sent from his hotel to pick him up.

Finally, Yannis showed up in the warmest of welcomes, helped Toba into the pick-up vehicle, ready to take him to the airport.

So Toba politely asked where he could withdraw some money for his stay in Greece. Now this was off-service for the driver, as he was expected to pick the passenger up, quickly bring him to the hotel and get ready for his next job.

But Yannis wasn’t in a hurry to abandon the passenger for his next one (a lot of businesses make this mistake, abandoning customers they got just to seek new ones, a message for another day).

Yannis was excited to give his passenger the best of experience, during the ride, and of course to help him locate a cash point where he could withdraw the money he needed.

From one road to the other, from one destination to another, it seemed a little difficult finding a cash point in that moment. I can imagine the extra time spent looking for a cashpoint and possibly some road traffic too, but eventually, Yannis located a cashpoint that Toba could use, and he was able to make his local currency withdrawal quickly.

Toba was really pleased at how Yannis went over and beyond to serve him excellently with a lot of patience too. He also mentioned that Yannis was a pleasure to speak to and it helped him build a lot of trust with the driver immediately.

Toba knew that he wanted a great experience while in Greece, so he further asked Yannis for recommendations of tourist attractions and he got a lot of information from Yannis too. This is simply the ideal customer experience, getting all the information they need without stress.

Question — how easy is it for your customers to get information they need?

After finally arriving at the hotel, Toba recalls how his journey from the Airport to the hotel was excellent. He had received the best customer service in that moment, and it made him realise why customer service is so important, so he shared this story with me.

<ol><li>Customers never forget — whatever experience you leave your customers with can be totally unforgettable. Give them the best of experiences and they will share it with others and promote your brand. Leave customers with a distasteful experience and they will also tell others about it, remember, bad news travels faster. </li><li>Customers appreciate good service — customers are human at the end of the day. If you want your customers to treat you politely, engage with you continuously, simply give them a good service. It really can be that simple. </li><li>The Voice of the Customer (VOC) is very impactful — your customers have a super-power to promote your brand. There is a reason why reviews and testimonials are common, it is simply because new customers listen to other customers before making buying decisions. So if you want your customers to leave you good reviews or share great experiences to other potential customers, you need to deliver great services at every possible customer touchpoint. </li> </ol>

All in all, the importance of customer services cannot be over-emphasised. Whatever your products are, whatever your services are, ensure you put in the excellence required to give your customers the best experience possible. It is simply a loop you create to further bring new business to you through repeat business and referrals.

And if you’re thinking of what next steps to take to delivering the best services possible, maybe it’s finally time you setup a CRM (Customer Relationship Management) system for your business.

Our tool, MyCo (www.mycentreoffice.com) gives you a business toolkit for managing your customers so you can deliver excellently and retain them for a very long time.

Do this — to make your customers talk about your service to others

Customers Will Always Share Their Experiences With Others

The Voice Of The Customer Is Very Loud

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