Why customer service is more important than the price of a product

The latest research has discovered that customer service has rated higher in the priority stakes than price for most consumers. This research was carried out by the company Aspect, who found that customer service is the highest influencing factor for 38% of consumers when choosing a bank to do business with. Price actually came in with only 25% of people saying that this was most important to them.

These days, consumers regard the quality of customer service as one of the most important factors when deciding on a service such as a bank or retailer. This is based on the fact that consumers who build close relationships with service providers on the basis of quality customer service are more likely to remain loyal to the brand rather than switching to a competitor.

This complements other research that also suggests that customer service is key to consumers. Research from Accenture discovered that 25% of consumers had and would again swap their retailer for a competitor if their customer service had not been up to scratch.

Customer loyalty is very important to businesses. ?As a business it is generally a lot easier to maintain your current customers than it is to gain new ones. Reputation is therefore also vital for a company, as they wish to maintain a certain level of professionalism and a strong reputation for being a consumer led brand, something which they need to backup with solid customer service facilities.

This research calls upon businesses that have customer call/contact centres in place as a point of call for customer service to adopt the efficient call centre technologies needed to provide great customer care. As well as this, businesses need to ensure that they have the processes and staff training programs in place in order to deliver the customer service that is expected of them by their customers. These steps are essential to improving customer loyalty and establishing brand reputation.

The research also found that switching to competitors has never been easier, with many consumers commenting that although they may regularly use a brand for their weekly shopping, the moment that they become disappointed by a brand then they can quickly and easily switch to another store. This again reiterates the point that with the number of competitors in the marketplace, consumers will no longer accept being dissatisfied with customer service.

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This Article is Written by?alldayPA

Source: http://fordifferent.com/why-customer-service-is-more-important-than-the-price-of-a-product

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