We all know the Zappos story. Selling shoes online isn’t particularly sexy, but Zappos really made their business about customer service. They treated the customer like royalty with great customer service, quick returns, and surprise gifts like free shipping. Zappos built a legacy doing business this way.
But what does that really matter to the average young startup? You probably feel like you don’t have the time, energy, or money to deliver excellent customer service. Good enough is usually good enough.
Not so fast. While we all know customer service is important, you may be missing exactly how important it is. Customers who are emotionally connected to your brand are:
- 300% more likely to recommend you (and their friends are more likely to use a recommended product)
- 300% more likely to become a repeat customer
- 44% less likely to shop around
- 33% less price sensitive, meaning they’ll pay a little more for your awesome customer service
So, how can you maximize your customer service? It doesn’t have to cost a fortune. Simply connect with them. Put customers at the forefront of everything you do, and really–no, really!–listen to what they’re saying.
The best customer service is a good product, of course. But if you’re willing to go above and beyond to serve them, you may find yourself quickly outpacing the competition.
Check out Neil Patel‘s infographic of great customer service below.