Has customer service lost its meaning in today’s businesses?
Being a sexagenarian, and remembering that businesses catered to the customer by being polite, having products customers wanted, to get products customers wanted, and customers feeling they counted.
Today’s businesses seem to be all about the business making money, and the owner getting more and more, while the customer takes a backseat. Businesses used to be willing to work with customers to insure they received the best service, the best product, the customer was always right. Today, it is about what the customer can do for the business’s bottom line to forget the customer because there will be another one.
What businesses fail to realize, customer service is the best PR they can have. Businesses fail to realize that word of mouth is still the best form of marketing ever invented.
Word of mouth advertising can make or break a business, especially with the number of people on social media platforms. Many businesses have felt the wrath of upset people on social platforms such as Twitter for bad products, bad advertising, and bad customer service when a customer tries to contact them.
When trying to acquire new customers, they fail to realize that customer retention costs less than customer acquisition.
If businesses are concerned about their bottom line, they need to think in terms of retention, and not just acquisition of new customers.
Satisfied customers will spread the word, and so will dissatisfied customers. Which do you think businesses would prefer?
Your business needs to bring back true customer service.
“A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” — Mahatma Gandhi
Freelance Writer, Blogger, Editor, Proofreader, and Reviewer learning Marketing
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