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why is customer service important

Why is Customer Service Important

Companies with good customer service acquire more customers, improve customer lifetime value, and sustain – and increase – their business growth. These are just some of the reasons why good customer service is important for business success.

Customer service is important because it affects growth, retention, and the acqusition of leads and clients. Let’s review how to meet and exceed their expectations, turn complaints into a positive experience, and create a customer-focused culture in your company.

Meet and Exceed Customer Expectations

You may ask, “Why is good customer service important?” Shifting to a customer-focused approach gives you a competitive advantage and allows you to stay ahead in your industry.

This approach requires several elements. First, you must understand the needs of your customers to be able to meet them. One of the ways to do this is by gathering feedback. This information provides valuable intel to identify their pain points.

The second aspect is to use that feedback to actively improve your products or services. This cycle will continue as you receive more feedback about improvements. It is necessary to have ongoing interaction because that is how you find the “secret sauce” that helps your business stay ahead.

Turning Complaints into Opportunities

Another way to answer the question, “Why is customer service important for my business to be successful?” is by being attentive to complaints. These are valuable pieces of information that identify needs and pain points These interactions should be conducted in a way that shifts them into a positive experience. This is done through showing empathy. Empathy is one of the factors that answers the question, “Why is good customer service important?”

If you are a business owner, it is important to consistently ask yourself, “why is empathy important in customer service?” This is important to revisit, no matter how long you have been in business. Empathy is one of the basic principles to demonstrate empathy you genuinely care and want to make the situation right, which leads to many positive results.

There are several steps to show empathy effectively. It requires an acknowledgment of their dissatisfaction. Then, ask the right questions to fully understand the complaint. With this, a resolution or solution can be provided quickly. After a resolution is found, it is important to seek feedback about the experience. This benefits your business because it shows you value your customers and their experience with you. Thus, it increases the probability that you will retain their business.

Consistently returning to the question, “why is empathy important in customer service?” will help you to stay aligned with this fundamental practice and improve business growth.

guide to customer service importance

Cultivate a Customer-Centric Culture Within Your Organization

There are other factors to consider when inquiring “Why is customer service important?” One of these includes a of establishing a customer-centric approach in your business. Start from the top and examine your leadership team. The mindset of leaders affects everyone underneath them. Good leadership encourages their teams to utilize the skills necessary to maintain this core value.
There are additional ways that you can create this type of culture within your organization. Here are a few ways this can be done:

  • Define your company’s values. This will help you attract profitable consumers.
  • Provide employee training and development. This demonstrates the weight of this core value. It also shows investment in your employees, which is another bonus they will appreciate.
  • Encourage cross-team collaboration. This provides consistency across your organization.
  • Help your employees to feel empowered. Doing so will guide them to make decisions that lead to positive experiences with customers.

Case Studies of Exceptional Customer Service

There are well-known companies that also asked themselves the question, “Why is customer service important?” These companies prioritized this and are known for their results.

Zappos is a successful online shoe and clothing retailer because they asked, “why is customer service so important?” The company prioritizes the happiness of its customers and their experience.

This is done by offering free shipping and returns and providing 24/7 live support. With this, they received growth in their sales and they have one of the most positive reputations amongst their industry competitors.

There is another brand that has had success due to asking, “Why is customer service so important?”. Starbucks made the decision early on to make good customer experience a focal point. They did this by creating a warm, welcoming atmosphere in every location and providing consistency and quality in its products. They developed a mobile app very early on, which created convenience and rewarded brand loyalty. Because of this, Starbucks has been able to maintain and grow its base, expand internationally, and is a top competitor in their industry.

Good Customer Service Leads to Business Success

When implementing the strategies that are necessary to grow your business, it is important to revisit the question, “Why is customer service important?” One of the ways your business can integrate a positive experience is with an top performing BPO services. Confie BPO offers expertise to take your business to the next level. To get in touch and learn more, send an email to, call them at 800-684-2276 or visit them online.