Customers find your products and services in a number of ways; this includes referrals, advertisements, organic search, and more. Though the means of acquiring new clients vary greatly, their reasons for purchasing from you do not. A recent study by The Society for New Community Research assessed why consumers make purchases. The top three reasons?
- The quality of the company’s product or service.
- The cost of the company’s product or service.
- The company’s customer service program.
Clearly customer service programs are very important to today’s consumer. In fact, 68% said it was moderately to very important to them when making a buying decision. In light of this, companies need to continue to do a better job of checking in and evaluating their customer service programs if they wish to meet their customers’ needs. Do you have a customer feedback program that allows your customers to contact you when they have had a less than satisfactory experience?
Click here to learn more about tools to help ensure you’re not losing customers from a suboptimal customer service program.