how does customer service affect brand loyalty
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Brand loyalty refers to the positive way in which consumers view your product or service. Like your favorite canine companion, a brand-loyal customer isn’t going to wander off with the competition just because they’re offering a tasty (and comparable) morsel to entice; instead, these repeat buyers will stick around. That is unless you give them a reason not to. So, how does customer service affect brand loyalty?

It Can Make the Good, Better
Worldwide, more than 90% of consumers said that customer service plays a crucial role in brand selection. Two-thirds of survey respondents acknowledged that proactive customer service measures improve their view of a company. These include things like:

  • Soliciting customer feedback
  • Creating a FAQ page
  • Issuing a recall or otherwise letting buyers know about a problem before it’s widely reported

Additionally, researchers discovered that shoppers expect to see improvements in customer service year-over-year, which means keeping up with the latest trends, like utilizing AI for quicker problem resolution and being responsive on social media.

It Can Make the Bad, Worse
According to the Customer Service Training Center, approximately three-quarters of people will buy from a different company if they aren’t happy with the customer service they receive–and more than 50% will make the switch after a single negative experience. Even if you’re not a math whiz, it’s easy to see the implications a less-than-ideal interaction with your team could have on future earnings. A few major customer service faux-pas include:

  • Ignoring customer feedback
  • Being unwilling or unable to resolve an issue (or guessing at an answer)
  • Keeping customers waiting
  • Having a bad attitude

Insta Answer Can Help!
With Insta Answer, it’s easier than ever to amplify your customer service experience and generate greater brand loyalty. Our team will work with you to develop a script and workflow that allows your customer care line to stay open 24/7/365. From order taking to issue resolution, we’ve got you covered. Call Insta Answer now at 877-631-9711 to see how we’ll handle your calls!

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Steve Samuels

A respected contact-service executive and thought-leader, Insta Answer CEO Steve Samuels has over 30 years experience in the industry. Steve posts his insights here on our blog weekly (and sometimes more.)

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