3 keys to the link between customer service and brand reputation

by | Nov 27, 2019 | Public Relations

All businesses should be aware of the important connection between customer service and brand image. Think about it; a customer who receives poor service is going to associate this level of service with your company and overall brand. They are unlikely to recommend your business to other people or spend more money with your company in the future.

On the other hand, businesses that offer a consistent, high-quality level of customer service are often viewed as trustworthy, credible, and authoritative in their industry. With this in mind, here are some key ways to improve customer service and enhance brand image.

Take advantage of modern technology

Fortunately, there is an extensive variety of technology available that can help businesses create a more functional and user-friendly experience. All businesses should be taking advantage of this technology to enhance their service and reinforce their brand image. Some of the most popular technology used to improve customer service includes bots, self-service technologies, and social media.

Companies should also take advantage of any technology that can be used to streamline operations within their business, thus creating a more efficient and productive working environment. For instance, companies can use multichannel inventory management technology to track and manage their inventory and warehouse(s). This allows businesses to enhance the order fulfillment process, minimize the risk of issues occurring within multichannel business operations, and improve their customer service.

Focus on your employees

According to experts at qualtrics.com“Businesses in the United States lose around $62 billion a year as a result of poor customer service.” This statistic should be enough to encourage any company to look for ways to improve its customer service. You should keep in mind that your customer service team is typically the face of your business and plays an essential role in the overall experience that customers have when using your company. For that reason, you must focus on your employees and invest in training to equip staff with the skills and knowledge needed to provide excellent customer service.

If you don’t have the budget to pay for expensive classroom-based courses, then there are plenty of affordable online training courses available. Remember that happy employees are far more likely to care about your brand image and want to provide customers with great service. Focus on strategies to improve employee satisfaction in the workplace and motivate your team to deliver the best customer service possible.

Build relationships with your customers

The relationships you have with your customers plays a vital role in the overall success of your business. Fortunately, companies now have the opportunity to connect with customers on a more personal level using social media platforms like Facebook and Twitter. Social media allows businesses to post daily content and communicate with their customers and target audience in a friendly and informal manner. You should make your customers feel valued by being available and responding to their queries quickly and efficiently. Take the time to get to know your customers and tailor your services to match their specific needs and requirements.

Daily PR Updates

Essential PR industry news, opinion, and analysis delivered to your inbox daily.

Steve Conway
Steve Conway is a content marketing professional and inbound marketing expert. Previously, Steve worked as a marketing manager for a tech software start-up. He is passionate about discovering new software that will that will advance his already well-honed digital marketing techniques.

RECENT ARTICLES

3 ways the travel industry can navigate a shared global PR crisis

3 ways the travel industry can navigate a shared global PR crisis

It is undeniable that the entire world is feeling the effects of COVID-19, but few businesses are under such intense pressure as those in the travel and hospitality industries. Both domestic and international travel has ground to a halt, and self-isolation has forced...