In the world of business; customer relationship management is often overlooked. Companies that don’t fully appreciate the business from their customers greatly hinders their chances for success. The good news is that the reverse of this is also true. If you treat your customers well, they will come back to you and reward you many times over.
Peak Performance2 realizes this and incorporates this philosophy into their programs. To remind companies of the benefits of providing customers with the best possible service, we summarize them in Four R’s:
Retention – Customers who are treated well tend to be more loyal and develop feelings of trust and confidence. These customers also resist offers from the competition.
Referrals – Receiving excellent customer service themselves, loyal customers will also encourage others to choose your organization over the competition, which ultimately saves you the cost of seeking new customers.
Reputation – When customers speak well of your organization they increase public support, along with positive interest from investors, future employees, and the media.
Revenue – Customers vote with their wallets and to show their appreciation for stellar service, they give your organization a larger share of their business.
To put it simply: “Customer service is what the customer perceives and remembers.”
If your team focuses on managing the customer experience from beginning to end, with positive defining moments, then your customers will perceive great benefits of doing business with your company, and remember to return to your company when they need that service again.