How important is brand awareness in customer service?
Posted: May 13, 2019
In the customer service industry, public perceptions and first impressions are everything. In order to keep your business running smoothly, you should ensure that you and your staff are presenting the best possible version of yourselves to clients and customers. Whether you focus on brand awareness by investing in a specialised training programme for employees or by purchasing tailored workwear, there are numerous ways to get the results that you desire.
This guide will give you advice on what your business can do to boost brand image – after all, there are always ways to improve, whether you’re in the service industry, retail, or in the office.
Image and customer impressions
Remember that good customer service is vital to the success of your business. Research has suggested that 76% of adults in Britain have said that a positive customer experience is more important than the actual product they’re interested in purchasing. Although you should also be prioritising the quality of your products (to reduce returns and negative reviews), you should be constantly reviewing your current customer service methods and continually think of ways that you can improve the overall service.
However, it’s important that businesses don’t become blinded with their current delivery of customer service. According to one study, 80% of businesses already believe that they deliver a superior service to their consumers – but only 8% of shoppers actually agree with this statement.
So it’s crucial that your brand makes a good first impression as 48% of consumers have stated that they are likely to become more loyal after their first purchase; if the service is good. Not only that, but if you’re looking to increase your consumer acquisition rates – this is a good avenue to go down. 84% of people make a purchase because of a referral; so if your first impression is worthwhile, it could lead to additional business.
But how can you make sure that your customer service stands out from your competitors?
What can you do?
Uniforms are essential to your business. You need to ensure that your employees are identifiable to customers and this can only be achieved by designing a uniform that stands out; while catering to each type of individual that works for you (considering religions etc).
By having a uniform rather than just a generic dress code, you will spend less time monitoring what employees are wearing on a daily basis which otherwise could become extremely costly. As well as this, uniforms represent your business – so you must design them in the correct way and prioritise employee comfort to ensure you receive the best delivery from them.
Aside from uniforms, your company should be developing the skills of your employees to ensure that they deliver the best customer service possible in your business. This should cover ways that they interact with consumers of all kind (race, religion, disability) and offer the most efficient service possible to show that you’re a reputable brand. On top of this training, you should also make your staff aware of any new products or services that you begin to offer so that they can give customers all of the information that they require.
Although your workers are an integral part to making your business run smoothly; there are other options available too. Research has suggested that customers will spend up to 13 minutes in a store — so it’s important that you deliver an exceptional service. Queues are notoriously long here in the UK and can be the biggest contributing factor to a customer’s walk-out. To combat this, why not look at queue management software and point of sales service?
Outreach Executive at Mediaworks. I enjoy writing informative and educational articles that can help businesses succeed.