When customers experience amazing service, they feel more comfortable and are more willing to purchase items with that company in the future. Is that formula rocket science? No. However, even as customers’ expectations for service rise, many companies continue to fail to provide excellent customer service.
How is this possible? Some companies don’t see the value in providing amazing customer support. Many will sacrifice customer service in an attempt to cut costs. Others are not motivated to invest the time or money in order to execute. Finally, some don’t make it a priority or expect that their employees have a customer focus.
Whatever the reason, all of these companies have one thing in common: they are at risk of losing their most valuable asset – their customers.
“Service Means Survival” – BusinessWeek (2009).
Companies that maintain a customer focus will survive throughout tough economic times and in a cut-throat market.
The reason is simple. When customers are educated, supported and trained by an excellent customer support representative they feel more confident in their purchase and will likely purchase from that company again and spread positive word of mouth. This will increase brand awareness and value.
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Companies that embrace a customer-centric approach, even in tough economies, have thrived.
Below is a list compiled by BusinessWeek of Customer Service Champs, the companies that provide the best customer service, in 2012.
What makes these 25 companies the best? According to BusinessWeek they understand that their call center agents are the face of their company and bend over backwards to make them happy. They also invest in technology that has a customer focus and make service a priority.
Service means survival. In order to succeed in a tough economy, companies must embrace a customer-centric approach. Because when customers are happy, the company not only survives, it thrives.