Companies must treat customer support as a path to better customer relationships

New Ideas in MarketingEssential news for marketers, summarised by YouGov
February 18, 2022, 2:49 AM GMT+0

55% customers do business with a brand due to the company’s reputation for great service.

Companies might be underestimating the role customer service can play in marketing conversions. Marketers must note that, as per a study by Havas Group, there is a 6% increase in purchase and repurchase intent and a 10.4% increase in price premiums for every 10% jump in meaningfulness.

Given that customers value quality experiences, something customer service can be well equipped to deliver, providing consistent, high-quality services can keep consumers coming back to repurchase. Failing to prioritise high-quality service can lead to businesses missing out on revenue opportunities.

Recommendations and referrals driven by an existing customer’s positive experience can be a channel to acquire new customers. The article provides that 77% of customers would recommend a brand to a friend.

Discover the top organisations in your market and industry that have customers buzzing using YouGov BrandRankings.

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