When business is good and customers are actively consuming whatever product or service is being offered consistently, business officials may suffer from hubris. A term with roots in ancient Greece, hubris refers to excessive pride, often the fatal flaw of mythological characters that led to their ultimate demise.
In the corporate world, the same concept applies, in that businesses may become too big-headed after a certain degree of success, and adopt the erroneous philosophy that lapses in customer service will not affect their bottom line.
But, as trademark expert Matthew Swyers aptly points out in a recent article published by Inc.com, businesses are not irreplaceable. As such, those companies that exhibit hubris will likely pay for it in lost customers who can easily take their business to a competitor down the line.
It is well-documented that one of the keys to generating consumer loyalty is making them feel special. As such, Swyers suggests going above and beyond to show consumers just how much a business cares.
One excellent way to do so is by being sure that a business can always be reached for consumer inquiries. By outsourcing customer service to a staff of friendly and knowledgeable answering service representatives who will be available to field every single concern whether it's posed by phone, text, email or fax, customers will perceive that they are valuable to a company and likely keep their patronage with that service.
Failing to take such measures could prove devastating for a business since, according to Swyers: "Within a few keystrokes on their iPhone, [customers] can locate competing services that, if yours are not available, they can use to replace you. Recognizing this you must answer your phone. You must open your store. You must be prepared to offer them what they need when they need it. If not, you’re just a couple of keystrokes away from being a memory."