Why Customer Service Can Make or Break a Company

//Why Customer Service Can Make or Break a Company

Why Customer Service Can Make or Break a Company

AVERAGE customer service vs GREAT customer service

Try thinking back to the last time you enjoyed a great customer service experience – what made it special?  Was it the way someone dealt with your complaint, processed an order or did something totally awesome to make your day?

Now think also about a poor customer service you may have experienced – how many people did you tell about your poor experience and would you use this company or their services again?  The answer is probably ‘no’ and in simple terms therefore, an average or great customer service experience can make or break a company.

Our course Welcome Host Gold will give you the all the tools you will need to create a great customer service focused culture to your business.

What the experts say about customer service

Jo Causon, CEO at the Institute of customer service said recently,

“A ‘one size fits all’ customer experience is delivering diminishing returns and diluting valuable customer relationships”

Companies are having to up their game with the customer service they offer their clients/customers if they don’t want to lose their loyal customer base. Companies need their staff to think outside of the box and come up with innovative ways to demonstrate great customer service so that they gain a competitive edge over rival business.


Success can breed complacency and in turn that complacency can lead to the failure of a business.  As soon as any business takes their foot off the pedal and gets complacent about the service they offer, problems will inevitably follow. Earlier this year Britain’s favourite store, John Lewis lost its crown as the best British company for customer service after it toppled out of the top three for the first time in seven years, with Amazon winning their crown.

When John Lewis got complacent Amazon were doing all they could to improve their level of customer service.  Over the last year, it has improved its delivery services with the launch of Amazon Prime Now in London, Birmingham and Newcastle, as well as grocery delivery service Amazon Pantry.

“Challenger brands, often unencumbered by legacy systems and processes are gaining on their larger competitors by offering straightforward, personal, seamless and quick service experience,” says Jo Causon, CEO of The Institute of Customer Service.

Side effects of bad customer service:

  1. When customers are unhappy, there’s a 91 percent chance they won’t do business with a company again (Lee Resources).
  2. Dissatisfied customers typically tell nine to 15 other people about their experience; some tell 20 or more (White House Office of Consumer Affairs).
  3. A negative customer experience is the reason 86 percent of consumers quit doing business with a company (Customer Experience Impact Report).

Good Reviews Vs Bad Reviews

With the rise of reviews on TripAdvisor, Facebook, Google and other on-line platforms, no business can afford to receive negative evaluations. Negative customer experiences lead to bad reviews, and a bad review can do serious damage – the kind that takes more than a good review to fix.

Great customer experiences are priceless

There are myriad ways that positive customer experiences and ratings can benefit your business. Here are just a few.

  1. Increased sales. In a study done by Zendesk, 88 percent of customers read an online review that influenced their buying decision.
  2. Brand reputation. Good reviews ramp up your brand’s reputation without any additional work on your end.
  3. Free marketing. Satisfied customers provide valuable word-of-mouth marketing and often prove to be your biggest advocates. According to a study by American Express, 42 percent of consumers said that a recommendation from a family member or friend would influence their purchase more than a sale or promotion.
  4. Promotional material. Great reviews can be used as testimonials on your website, in your marketing creatives, and as a part of your social media marketing campaigns.

Our customer service courses at Purple Cloud will cover your customers and their expectations, your offering, how to deliver service excellence and how to connect with those customers. For more information on the Welcome Host Gold course visit the course page.

2018-10-30T15:34:55+00:00November 15th, 2018|Courses|