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.
[4 minute read]