Customer service has become an increasingly important factor in competitive differerentiation, and is set to continue to do so – that’s according to new research by Sage UK.
53% of businesses have stated that customer service has become more important over the past 12 months and crucially, 60% of the businesses who have increased revenues in the past six months stated that going the extra mile in customer service was more important than ever.
Going the extra mile is about ‘exceeding customer expectations’ - it’s all about customer delight! Something, incidentally that Her Royal Highness Queen Elizabeth 2 recognises too! (I highlighted that on Businesszone last week!)
They also believe that this trend is set to continue with over half of businesses believing that the importance of customer service is increasing and are investing additional budgets in this as a result.
How are they doing it? Well according to Sage:
- 35% are investing in more training for sales and support staff
- 31% are investing more into their website and customer service functionality
- 23% are investing in more customer service staff
So, what are you doing?
One investment that you might want to consider is downloading my FREE eBook:
It won’t cost you anything in terms of money – the thing you’ll be investing is your time!
Go on, you know you’re (and your customers are) worth it!