According to a recent article published by Inc.com, when it comes to customer service, successfully delivering consumers a company's basic product or service is merely the "cost of entry" – a task that is definitely necessary yet not quite sufficient to separate a business from others in the marketplace.
As the article goes on to describe, with so many options available for virtually anything a person could ever want at a consumer's fingertips, it's those companies that can offer a little something extra that will drive more consumer traffic and ultimately retain them as loyal patrons.
Known in the customer service industry as "customer touchpoints," the phenomenon refers to the fact that even when a business provides an excellent base service, minor things that a customer could find offensive may send him or her to a merchant providing something similar.
For example, the article cites that while a cell phone company might provide excellent plans with lots of minutes and quality connections, consumers might still be turned off by minutia such as unclear billing statements and hidden charges.
On the other hand, a gas station with no quality products at all could drive meaningful business with a customer touchpoint such as exceptionally clean bathrooms.
Considering the benefits of these often overlooked aspects of customer service, businesses may experience an increase in patronage by providing a customer touchpoint such as ease of reaching a service representative by deploying the services of a certified answering service.
Even though a business may already have developed a successful formula to draw in customers, offerings can be maximized by guaranteeing that a customer will be greeted by a friendly and knowledgeable representative 24/7 whether the inquiry is being made by phone, text, email or other means.
This may be the aspect that separates a business from a competitor whose communication lines are always tied up, ultimately making the business more enticing to consumers.