RSS LinkedIn Google Plus

Call us: 0800 014 9884

Why customer service is even more important in the Digital world

Customer service is an integral element for the success of a business. With so much choice, it is very easy for a client to leave a company if they feel they haven’t been given the best service. We all know that ensuring your clients are satisfied with the job you are doing for them is extremely important. But how has the way we offer customer service changed since doing most of our business online?

When you think of customer service, you ordinarily are thinking about brick and mortar businesses. But with the announcement by the IAB that there was a 10 percent increase in the UK’s online ad spend, it seems that digital is here to stay so businesses need to go the extra mile to ensuring high levels of customer service to their clients within a digital age. Dougherty and Murthy (2009), for the Harvard Business Review found that, “…alienated customers often disappear without the slightest warning”. This is why, especially in a digital market, it is imperative that companies instill policies for ensuring clients are contacted regularly with status updates. This helps twofold: first, it gives the client the satisfaction that they are very important to the company, and secondly, if there are any issues with the clients’ account, the company is able to verbalize that they are aware of the issue and are working on combating it.

Within our SEO world where it is very easy to misinterpret the language of an email or phone call it is important to ensure that all your employees know best practices for writing emails and conducting telephone conversations with clients. Add up several misinterpretations and you could find yourself losing clients at the end of their contract.

So remember, contact and consistency ensure your clients stay happy and you keep client retention high.

Reference: Dougherty D. and Murthy, A (2009) Harvard Business Review on the Harvard Business Review website, extracted November 18, 2010

Written by Rachel Mackie

Spotify and Uber join forces Tuesday 18th of November, 2014by Andy Williams Spotify and Uber have announced a collaboration which will let Uber users ‘become the DJ’ when making a journey by using the music streaming service.

More on this story »

Google to start labelling mobile-friendly sites Wednesday 19th of November, 2014by Dan Moores Google has announced that it will add the label 'mobile-friendly' to sites that are easily navigable on smartphones, in an effort to further improve the search experience for mobile users.

More on this story »

Google settles online abuse case Monday 24th of November, 2014by Martin Lindley Google has reached settlement with a businessman who was the victim of a sustained act of internet trolling. The search engine may have linked to over 3,600 pages of malicious content.

More on this story »
theEword - 3 days ago

Thanks again to everyone who came to #LightAFire14 this week. Read all about the event in this blog post: http://t.co/ka7Nnu4rsx

Reply Retweet Favourite
theEword - 5 days ago

Nothing like a nice cosy fire and a hot chocolate to warm up your Wednesday #LightAFire14

Reply Retweet Favourite

theEweekly Wrap: 14 Nov Thursday 13th of November, 2014by Dan Moores This week: Instagram introduces typeahead search, Spotify says it does fight piracy, and Sainsbury's Xmas ad is a YouTube hit.

More on this story »

theEweekly Wrap: 21 Nov Friday 21st of November, 2014by Martin Lindley This week: Google uses giant billboard, Facebook launches groups app, and Couple get TripAdvisor fine.

More on this story »

The final Light a Fire of 2014 Friday 21st of November, 2014by Dan Moores For the fifth and final Light a Fire of 2014, Liane Grimshaw joined Dan Nolan in the cosy Library room at the Great John Street Hotel, sharing career anecdotes and wise advice.

More on this story »

Who loves theEword

Who loves theEword Who loves theEword