Service Is More Than Just a Number
A cost cutting, technology led approach to customer service is leaving people feeling undervalued and frustrated. Businesses work hard to acquire customers, yet all too often, there is a stark mismatch between the brand promise and the actual experience delivered, particularly when it matters most.
The Value of Exceptional Customer Service
Recent studies highlight just how vital good service is to consumers. Research shows that 68% of customers are willing to pay more for products and services from brands known for excellent customer experiences. Furthermore, 93% of customers are more likely to make repeat purchases from businesses that prioritise great service.
These figures reinforce a simple truth: exceptional service is not just a customer expectation, it’s a key driver of long term business success.
Exceeding Expectations Builds Brand Loyalty
Meeting customer expectations is important, but exceeding them can be transformational. When customers have an experience that goes above and beyond, their loyalty and positive perception of the brand increase significantly. This strengthens the relationship between business and customer, making them more likely to return and recommend the brand to others.
Cross-Industry Comparisons Are Shaping Expectations
Today’s customers don’t just compare service within a specific industry, they benchmark against their best experiences across all sectors. A seamless online shopping experience, for example, influences what people expect from banking, travel, and even healthcare services. This concept, often referred to as ‘liquid expectations,’ means that businesses must strive for excellence not only within their industry but across the broader customer experience landscape.
Service Is the Biggest Driver of Value
Customer service is no longer just an operational function, it is a key differentiator and value driver. The businesses that prioritise memorable, high quality interactions will set themselves apart in a crowded market. A positive service experience can turn a simple transaction into a long term relationship, ensuring customers feel valued and respected.
The Problem With Impersonal Service Solutions
Despite the clear importance of high quality service, many companies still rely on impersonal, one size fits all solutions that fail to address customer needs. People want simple, responsive, and personalised interactions, whether they are communicating via phone, email, web chat, or social media. In fact, 80% of customers expect support agents to assist them with all aspects of their enquiry in a seamless manner. Ignoring this demand for personalised service leads to customer dissatisfaction and, ultimately, lost business.
The Financial Cost of Poor Service
Poor customer service has tangible financial consequences. Studies show that 60% of consumers in the UK would switch to a competitor after multiple bad experiences, with nearly 20% leaving after just one. Businesses that fail to invest in customer service risk not only losing revenue but also damaging their reputation in an era where online reviews and social media can amplify negative experiences instantly.
Shifting Towards a Customer Centric Strategy
To succeed in today’s market, businesses must move towards a customer first approach. This means:
- Understanding customer needs and expectations.
- Providing consistent and personalised support.
- Empowering staff with the right tools and training to deliver exceptional service.
- Continuously adapting to evolving customer behaviours and preferences.
By prioritising service excellence, companies can strengthen their brand reputation, boost customer loyalty, and drive long term growth.
In my next post, I’m going to look why we need to innovate to make it simple.
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