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The Customer Service Connection With Success

Posted By Matt Hui On December 17, 2013 @ 9:54 am In Email Marketing | 2 Comments

customer service

Most of us have done it, and if you haven’t done it yet there is a good chance you may do it in the future.

Contacting customer service can be a make or break moment for any consumer. The experience that they have can help them decide if they will stay with your brand or not. So make sure you are giving a good reflection of the service that they can come to expect!

So What Exactly Counts As Customer Service?

Many would think that it is any person-to-person interaction that happens between yourself and your customers. While this is an aspect of customer service, it is not the only aspect to it. Customer service is also your support documentation and the usability of your website. So keeping everything up-to-date, accurate, and easy to follow is a must.

A recent study by KISSmetrics [1] goes over just how important customer service is for a business. Let’s review what they have come up with!


customer service infograhic [2]

Cost-Benefit Analysis

The cost for obtaining new customers can be 6-7 times more expensive than the cost to retain current ones.

So work on providing great support to your customers to get them to stay! Don’t scramble to make up for your losses due to bad support experiences. Memorable customer experiences will help to yield continual growth at a lower cost.

The Aftermath

Customers are more likely to share a negative customer support experience that they have had over a positive experience.

What does this mean to you? A whole lot, that’s what!

Getting a positive customer review is always a nice thing to lift you up, but what you really need to pay attention to are the negative reviews.

Think of it as a snowball effect.

When one customer has a negative experience they tell ten of their friends, then those ten friends tell another ten friends, and before you know it that one bad review has snowballed into a flurry of people that have only heard negative things about your service.

Your customers are what keeps your business going. While you cannot prevent all negative experiences from happening, keeping them to a minimum is a must!

The Takeaway

Ready to provide some memorable experiences for your customers?

Here are some tips to help get you started!

  • A good starting point would be to look at your customer retention and growth.
  • While positive growth is a good indicator, it would be beneficial to look at your older customers. Look at the experiences that they have had that have kept them loyal to you. On the opposite end of that, look at customers that have left you.
  • If their leaving is support related, look into what can be done to prevent those negative experiences from happening again.
  • Be quick in your responses! 50% of customers will wait up to one week for a company to respond to a support request. Let’s face it though, who really even wants to wait a week? Currently our support team has a lightning fast average turn around time of ~7 hours for support requests that are sent in to us. Even with that turn around time we constantly strive for improvement.

We here at AWeber take pride in the level of customer service that we provide to our customers. Building your business is not just about getting customers, it is about building relationships. Let’s see what our customers have to say about the solutions team here at AWeber!

Top notch customer service as always! Thank you for the quick response to my request. I will be sure to refer my friends and colleagues to your service as it was a very pleasant experience.

He was great and patient and went step by step with me. Very grateful :)

I was pleased with the level of customer service and I felt like someone was really listening to me, not just attempting to appear customer centric.

Have any AWesome support experiences of your own? Let us know in the comments below, we would love to hear about them!

As always, the AWeber customer solutions team is here to help! Please feel free to contact us with any questions [3].

aweber's cs team


Article printed from Email Marketing Tips: http://www.aweber.com/blog

URL to article: http://www.aweber.com/blog/email-marketing/customer-service-success.htm

URLs in this post:

[1] study by KISSmetrics: http://blog.kissmetrics.com/great-customer-service-infographic/

[2] Image: http://www.aweber.com/blog/wp-content/uploads/2013/12/great-customer-service-succeed-1000.png

[3] contact us with any questions: https://www.aweber.com/contact-us.htm

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