So much has changed over the past year, it’s hard to identify what’s remained constant. Many companies have struggled to stay open while others have been able to thrive. Products are obviously important and likely primary reasons why companies are selected, but you can’t have products without equal (or better) services. Exceptional client service always sticks out as a key differentiator, regardless of industry.
Service is a key differentiator
I’ve personally noticed a massive decline in service across the board, at a time when I expect people to really care about the customer experience. Some companies have placed an increased emphasis on service, which benefits both the customer and employee. Investing in employee’s growth and development through training, especially in a time like this, is critical and will help with retaining staff (which costs a lot less than hiring someone new). In turn, improving the customer experience creates loyalty which brings repeat business (which costs less than getting new business). I’d be willing to spend more money on a product if I knew the service was extraordinarily better, and I’m sure I’m not alone. I am loyal when it comes to products, but I am more loyal when it comes to service.
At Ideba, we spend a lot of time doing market research, which helps inform companies where they are doing well and where they can improve – from their customer’s perspective. Taking that information and using it to create a bespoke training program to improve service shows customers you are listening and care about their thoughts and concerns.
Want to learn more about our market research and/or white glove service training capabilities? Send me a note at jennaw@idebamarketing.com.
-Jenna Whelan, VP of Consulting and Research Services
