6 Reasons Customer Service Should Always be Above and Beyond
Providing quality customer service is one of the most important things you can do for the success of your business and is a strong focus at Systemware. Rising above the status quo and providing an exceptional experience will not only help retain your customers but will also increase the trust and confidence they have in your services, solution, and expertise. The following are 6 reasons why customer service should always be above and beyond for your organization:
It’s the right thing to do – Consumers today have many choices when it comes to their purchasing decisions and they are looking more and more at the ethics side of businesses. Are you a company that does the right thing or do you cut corners? Cutting corners on customer experience is not only a bad practice but also a very risky move that can ultimately hurt your brand and reputation. Creating a positive business model that functions with integrity in support of the customer is always important for long-term success.
Brand advocacy – With online reviews and social media, customers play a big role in helping influence your brand. One component of quality customer service is establishing and sustaining positive relationships and the return on that will be reflected in the feedback they provide. Customers add valuable depth to your brand recognition with their own stories about the unique experience you provide. By offering great customer service, you are ensuring that you have real and vital advocates for your company. 55% of customers choose a company because of its reputation for great customer service.1
Customer retention – Customer retention is far less expensive than customer acquisition. If you are in business you probably already know this. One of the best ways to retain customers is to deliver on your commitment to exceptional service. High-quality customer service provides significant insight into how you do business and the quality of your product, making it more likely customers will stick with you. A single negative interaction can fracture an otherwise solid customer relationship forever.
Business longevity – Customer service is not just about short-term goals or handling an acute crisis with a customer— it is about the entire relationship from start to finish. Naturally, a company needs more money coming in than going out to thrive. All of the benefits that come from delivering quality service translate into more stable and consistent revenue over time. Increasing customer retention by only 5 percent, for example, can result in a 25-95% rise in profits.2
Happy employees – One key differentiator, we pride ourselves in here at Systemware is our people. We go above and beyond to create a positive, supportive environment for every employee. When your people are motivated and happy in an inclusive culture where they feel appreciated, it is reflected in their interactions with others and helps deliver a positive experience to customers.
Your customers expect it – Customer expectations are at an all-time high. Most of this stems from the fact that they can get and expect real-time service and response elsewhere if needed. When customer service is poor, it fails a core expectation within your client, and nothing is more disappointing or more destructive to the long-term value of a relationship. Your product will be able to carry the load for a while, but if service is lacking, at some point your bottom line with see the negative impact.
Customers want a partnership that provides lasting support above and beyond the point of sale and deployments. Are you getting the great experience with your Content Management provider you are not only paying for, but also deserve? It’s worth asking yourself. To learn more about Systemware, our people, and product offerings, visit us at Systemware.com or call today for a free demo with one of our Content Services experts at 866.533.1514
Explore our Case Studies to see how we have helped organizations in their digital transformation journey, and how we can also help you.
About Systemware: Systemware is a pioneer in enterprise content management, helping organizations for over forty years efficiently capture content from a variety of business systems, find it wherever it is stored, and deliver it in the exact context needed for each business line. Our content services platform, Content Cloud, helps organizations modernize their content management, connect with a range of repositories and systems, automate their processes, personalize their experience, and enable their content for business intelligence. Learn more at www.systemware.com. Follow us on Social Media (LinkedIn, Facebook, Instagram, YouTube, and Twitter) to keep up with all the latest news and product offerings.
Michael Genovese has over 35 years of industry experience and joined Systemware at the start of 2020 as the Director of Product Innovation. Prior to Systemware, he held the position of Vice President at Broadridge Financial Solutions where for nearly 20 years was responsible for their records management service offering focusing primarily on data and report mining. His experience with records management began at Anacomp where he assisted in building their new online offering called COFI, which later evolved into the DocHarbor product. Michael holds a MBA and undergraduate degrees in Computer Science and Business Administration.