The marketplace is more saturated than ever with new businesses popping up to take their piece of the market share on a daily basis. And in this hyper-competitive business landscape, the power lies in the hands of the customer.
Consequently, the one sentiment that unequivocally holds true is that businesses perceived to be customer-centric will reign supreme.
To illustrate this point, Inc.com recently highlighted two businesses in the retail industry that provided several invaluable lessons that generate consumer retention. And while their tactics were tailored to the specifics of their individual businesses, these general axioms can be achieved by virtually any company who outsources their customer service needs to a knowledgeable and adaptable answering service.
As the article points out, nothing shows customers that you care quite like going out of your way for them. While the case study in the article describes a business owner who drove 30 minutes to a remote supplier just to get one extra t-shirt, an answering service that is available to answer queries on a 24/7 basis could serve the same function. When customers see that a business is so concerned with customer satisfaction that it provides a service outlet all day, every day, that business is far more likely to earn those customers' loyalty.
Moreover, the article suggests making online interactions as valuable as any other communication channel. Consequently, an answering service that can also supply important customer service function through text messaging, e-mail and other electronic mediums may serve to elevate their client above competition by being easily accessible through whatever format is most convenient for the customer.
And considering that the best answering services are cost-effective for their clients by only charging for minutes spent actually fielding and relaying customer concerns, the cost of implementing their service certainly warrants the benefits that could manifest in customer retention.