According to one recent study, up to 90% of consumers say that the quality of customer service is a major deciding factor when it comes to the brands they choose to do business with. If you needed a single statistic to underline just how important this really is, let it be that one.
Yet at the same time, far too many organizational leaders look at customer service as something of a “necessary evil.” Customers have a question, they must have an answer. Customers have a problem, they must have a solution. They see it more as a way to maintain the status quo as opposed to what it really is:
The fact of the matter is in an increasingly crowded field where there are a lot of businesses that offer solutions similar to yours, customer service can become a critical competitive differentiator. In other words, it’s not just about what you do – it’s about how you do it. It is absolutely a chance to generate revenue that is just waiting to be taken advantage of, provided that you’re able to keep a few key things in mind along the way.
The Ongoing Impact of Customer Service
To get a better understanding of exactly how customer service generates revenue, look no farther than a “best case scenario” in the hospitality industry.
For the sake of example, say a traveler comes into your town with absolutely no preconceived loyalty about where they’re going to stay. They end up choosing your establishment – perhaps because of its strategic location, maybe because of positive online reviews, and possibly because of word-of-mouth.
Regardless, at that point, one of three things can happen. The first is that they can have a mediocre or even bad experience – at which point they’ll not only never return but will also likely leave negative reviews that harm future revenue opportunities. The second is that they merely have an “okay” experience, at which point the next time they visit the same area, it is no longer a guarantee that they will stay with you again.
If they have an exceptional experience, however, something extraordinary happens. For starters, it almost immediately starts to instill loyalty in that person. A satisfied, one-time customer suddenly becomes a loyal repeat customer. Not only that, but they’re likely to leave positive online reviews – something that impacts the decisions of other travelers in the future. They may even tell their friends and family members about you when they return, thus generating even more new customers. All of whom can be turned into repeat customers with the right effort.
So suddenly, one customer becomes many, and you have your customer service efforts to thank for it.
Tyme Global: Taking Customer Service to the Next Level
At Tyme Global, we understand just how important your customer service efforts are to your larger success as a business. That’s why we offer innovative remote staffing solutions that allow you to take full advantage of everything that the fast-paced digital world has to offer.
All told, we bring with us more than a decade of experience in the hospitality service industry, offering remote, omnichannel guest experience solutions. Whatever you need to create the most personalized and attentive experience possible for customers is a resource we’re willing to provide, allowing us to act as a functional extension of your brand in every sense of the term.
If you’d like to find out more information about how customer service generates revenue, or if you’d just like to speak to someone about your needs in a bit more detail, please don’t hesitate to contact Tyme Global today.