Why customer service is the new marketing
And how to build a superstar customer support team
Out of every 10,000 companies that claim they offer ‘a superior customer experience’, only 100 or so are actually delivering it.
That’s one out of 100. Ouch.
And it’s estimated that in the US alone, over $62 billion in revenue is lost every single year because of this.
Surprised? I was.
After all, it’s been 130 years since retail legend Marshall field coined the phrase:
“Give the lady what she wants!”,
and we’ve had this mentality drummed into us ever since. Even if we do nothing else right, we need to nail customer service.
This matters now more than ever.
Because today’s hyper-empowered customer knows what an exceptional customer experience feels like. She’s seen it first-hand with the top dogs — Apple, Amazon, Netflix, UPS — and now, she expects it from everyone.
“I don’t compare my banking experience only to other bank experiences” says Aimee Lucas, Vice President at Temkin Group. “I compare my bank experience to my best experiences…
