What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. Really? That’s it? That’s all they want? We already give great customer service. This will be a piece of cake! (Or, will it?) If someone is willing […]
What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience.
Really? That’s it? That’s all they want? We already give great customer service. This will be a piece of cake! (Or, will it?)
If someone is willing to spend more, they will surely expect to get more value, and that value should be in the form of a better customer experience. A recent study by Aspect found that 52% of consumers said that they would pay more for “good” customer service while 66% will pay more for “great” customer service. And, an astounding 75% will pay more for what they consider to be “exceptional.”
The point is that great customer service makes the price less relevant. Three out of four people are willing to pay more for “exceptional” customer service. How much more are they willing to pay? And what defines “exceptional” customer service? Maybe customers wouldn’t pay double the normal price, but what if they would? What would you do differently? Here are a few ideas to consider:
So, maybe the customer isn’t spending twice as much. Maybe they are paying you the same thing they would pay a competitor. Do any of the four customer service tactics seem so far-fetched that you couldn’t or wouldn’t do them regardless of what the customer paid? I don’t think so.
Do you want to stand out from your competition? Do you want to make price less relevant? Sit down with your team and discuss what “exceptional” customer service looks like to your customer. Then do it!
Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright © MMXVIII, Shep Hyken)
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