Top 5 reasons for focusing on customer care

Almost any company will say that they focus on good customer service - which is probably not true. But you will not make a company admit that they do not really care, cause that would be a pretty controversial statement. So why are companies not doing even more to ensure happy customers and go the extra mile? Maybe due to a lack of ressources or maybe because firms do not recognize the great value that happy customers can entail. Hence, in this article, some of the pros will be outlined. Hopefully it will inspire you to implement it as part of your business strategy.

1) A bad reputation can destroy your business - a good one can scale it

Focusing in happy customers is not just a question of creating a good reputation. It is also about avoiding a bad one. The number one way to get a damaged reputation is through reviews. Online reviews have become part of the game in modern business and more and more platforms see the light of the day. A customer is often much more motivated writing a negative review if they had a bad experience rather than writing a positive review if they had a good experience.

Potential customers are also much more alert when they see a bad review - even though they have alslo witnessed a bunch of positive. In today's digital world it is very common to check out a business online before purchasing anything. So if you do not focus enough on customer case, your repuation might nok look as good as your competitor. No surprise, this can make you loose potential customers.

2) Enhance customer lifetime value

Many companies display an imbalance in relation to new customers and existing customers. There seem to exist a big focus on the first mentioned, which is obviously ALSO important. But it can not be ignored how big of an impact your existing customers can have on your business. It is normally much more expensive to acquire a new customer compared to keeping a an existing.

You have probably heard of customer lifetime value - but what does it mean? Customer lifetime value is the total worth to a business of a customer over the whole period of their relationship. The longer you can make your customer stay, the more value they have. So focusing on customer care and service is a great way of creating growth.

3) Create ambassadors

If you have succes creating happy customers, you also have the opportunity to create brand ambassadors. A brand ambassador is a person that talks very positive about your brand, who contribute enhancing your brand awareness and who recommend your brand to other people. It is much more effective when other people recommend your business, rather than doing it yourself. It seems much more trustworthy when people who are impartial finds actual value in your product and choose to recommend it. Hence, if you focus enough on creating happy customers, they might become brand ambassadors.

4) A broader target group and a bigger revenue

The more loyal customers and the more customer lifetime value you can create, the broader the target group you have the potential of hitting. Surely, it is a no brainer that a bigger target group can create a bigger revenue. And we can probably agree on the fact that growing one's revenue is every company's goal?

5) Word of mouth - free marketing

Succeeding with creating happy and satisfied customers is a golden opportunity to spread the positive word about your business. Word of mouth - as old school as it sounds - is a priceless opportunity of growing your business. If you can create an experience that is good enough to make your customers spread the word, then you can reap the benefits of free marketing.

Behind the scenes

Babak Shahbaz is a business man himself. He knows the value of satisfied customers - a point that not only shows itself in the bunker industry, but across all business.

Read more about Babak Shahbaz and how he and FuelSupply focuses on customer care on his Google site and on about.me.