Power Of Investing In Customer Service

The other day was filled with excitement at our house as the mail carrier dropped off a large box of “swag” and a personal handwritten note from #PepsiCo. 

We recently reported an issue with one of their products, solely because we love the company and wanted to make sure they were aware of the issue going forward. 

However, my young sons asked, why, Mom? “Why did they send us a gift after you called to report an issue?” .

I looked at them right away and said, “That’s called excellent customer care”.   I said to them, the company wants to make sure we know that they care and that leaves a great lasting impression.

The boys walked away smiling as they threw around their new Pepsi branded football and kicked around their new Pepsi soccer ball.

So, hence this blog came to mind. 

Investing in a customer service team is critical and is something that should not be overlooked. 

Good customer service leaves your consumers talking positively about your company, even if something negative is reported. 

Experts at HubSpot say that improving customer experience can increase sales revenue up to 7%, and profitability by 1-2%.

Crafting good customer service improves customer retention. 

HubSpot also reports that over 80% of customers who received value during a service call were more likely to repurchase that item. 

This keeps them from going to your competition. 

While this negative experience may cost the company money now, the consumer will optimistically become a returning customer from the recent service call, making up for the loss they had delt with.

Or at the very least, they’ll share the positive experience with others.

Aside from having a customer service team, anytime an issue is reported, you have captured that consumer’s contact information. 

This leads to marketing opportunities.  For example, if you have a new product that has been made in response to the negative issue that was reported, you can now send that customer the latest product and any new ones in the future.

As you can see, customer service goes hand-in-hand with marketing. 

You work to build a strong customer care team creating great customer experiences.  This helps keep your brand reputation and keeps your loyal customers returning.

And just like that, our family will continue using #PepsiCo products and rave about how great their customer service is.

Let’s do more like #PepsiCo!