by / Wednesday, 17 December 2014 / Published in Customer Experience, Customer Service Program

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?

  1. The quality of the company’s product or service.
  2. The cost of the company’s product or service.
  3. 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.

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