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The vital role of customer service: Empowering employees for success

03 Aug 2023
People 1st International

In today’s competitive business landscape, customer service has evolved from a support function to a powerful driver of success. Organisations worldwide have come to recognise that exceptional customer service is no longer a luxury but a necessity to thrive in a customer-centric marketplace.

In this blog, we explore the significance of customer service, backed by some of the latest statistics and data.


The unwavering demand for top-notch customer service

As customer expectations continue to evolve, organisations must adapt to meet the growing demand for excellent customer service. According to a survey by PwC, 73% of consumers consider customer experience as an essential factor in their purchasing decisions (PwC, 2021). The way businesses interact with its customers can significantly influence their loyalty and willingness to recommend services to others.


Customer loyalty & retention

Loyal customers are the lifeblood of any successful business. A study by Accenture revealed that 65% of customers are more likely to remain loyal to a brand that provides a personalised experience (Accenture, 2021). By investing in tailored and attentive customer service, you can forge lasting connections with clients, reducing churn rates and cultivating a loyal customer base.


The power of positive word-of-mouth

In the digital age, positive word-of-mouth can significantly impact reputations and bottom line. 94% of customers share positive experiences with others, amplifying the effect of exceptional customer service (ReviewTrackers, 2021). Conversely, negative experiences can spread quickly, underscoring the need to prioritise customer satisfaction and handle any concerns with utmost care.


The influence of online reviews

Online reviews have become a major factor in consumer decision-making. BrightLocal reveals that 87% of consumers read online reviews before engaging with a business, with 79% trusting online reviews as much as personal recommendations (BrightLocal, 2021). Businesses need to dedicate to delivering outstanding customer service that can drive positive online reviews, bolstering reputation and attracting potential customers.


Retaining customers for the long haul

Retaining existing customers is more cost-effective than acquiring new ones. SuperOffice indicates that increasing customer retention rates by just 5% can boost profits by 25% to 95% (SuperOffice, 2021). Emphasis on world-class customer service ensures that clients feel valued and understood, encouraging them to remain loyal to the brand.


Heightened expectations as a result from inflation

A People 1st International (2022) survey of 2,000 adults revealed declining UK customer service quality due to inflation. 68% valued well-trained, knowledgeable, and cheerful staff interactions the most. This demonstrates the importance for consumer-facing businesses to prioritise staff investment for a positive customer experience and warns against potential cutbacks in training development that will affect service quality.

We pride ourselves on being at the forefront of supporting businesses to deliver unparalleled customer service experiences. Our commitment to excellence is exemplified through our WorldHost programmes, renowned for equipping businesses and employees with the necessary skills to provide exceptional customer service.

Through WorldHost, staff undergo comprehensive training in essential customer service aspects, including effective communication, problem-solving, and customer-focused approaches. This training not only empowers team members to address customers’ needs proactively but also fosters a culture of continuous improvement, where feedback is valued, and customer satisfaction is always prioritised.

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