Quoting an ARTICLE by customer service expert Shep Hyken:
"Customer service can make, or break, your reputation. Being known for your service earns you a reputation in the marketplace that can give you a competitive edge. Charging for these services can erode that positive experience. And you really don't have to charge more, because customers are willing to pay more for good service. The stats and facts prove that a large majority of customers- as high as 90%- would be willing to pay more if the company provided better service. So, rather than charge for each time a customer calls, build it into the price of your product."
It is mind-boggling to hear of some companies asking customers to pay extra for better customer support when in fact customer support should be an integral and vital part of every product or service companies sell. Why ask customers to pay more?
Consumers, Americans in particular, love to look at product feedbacks and surveys before they decide to purchase. Feedbacks are the barometer of a product's quality and reliability, and customer service is an integral component of product reliability. Customers would not mind paying more for a product or service as long as they are assured that they will have competent customer service when they need it. Any customer who finds a negative feedback about a product's reliability and customer service will definitely look elsewhere.
Bad news travels fast. Social media makes bad news travel exponentially faster. This is a fact. A company may spend millions on advertising and public relations only to see their marketing efforts trumped down by a negative feedback gone viral. That's how powerful feedback is. Feedback could be your best friend or your worst enemy.
In a perfect world, the ideal product should have the best quality backed up by the best customer service. Again, customers would not mind paying more as long as they know they're getting the best.
Read Shep Hyken's complete article HERE.
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