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
james_riches_swap

Schmidt defiant on Google privacy efforts Monday 15th of December, 2014by James Riches Google chairman Eric Schmidt has outlined how the company responded in the wake of Edward Snowden’s shock revelations last year, including increased security and privacy measures.

More on this story »

Bing search results removed from Facebook Tuesday 16th of December, 2014by Andy Williams Facebook has completely removed Bing results from its internal search engine, instead focusing heavily on the improvement of their own search capabilities.

More on this story »

Google announces trending topics and videos feature Wednesday 17th of December, 2014by Martin Lindley The new feature is available in over 50 languages and allows users to deeper explore trending topics: to do so the user clicks on a trend of interest to them.

More on this story »
theEword - 4 hours ago

We are ready for our Christmas buffet! :-) http://t.co/a8jddlOBiu

Reply Retweet Favourite
theEword - 8 hours ago

We already have one very cool Christmas Jumper this morning! http://t.co/jCkWMcQqjd

Reply Retweet Favourite
theEword - 24 hours ago

Marketers: if you could send a message to yourself back in time to the start of 2014, what would it say? http://t.co/9kqlzuN11W

Reply Retweet Favourite
theEword - 1 day ago

Google announces trending topics and video feature: http://t.co/GYYJRatwKR

Reply Retweet Favourite
theEword - 1 day ago

What is your Christmas tradition? http://t.co/RWBAiuycS9

Reply Retweet Favourite

theEweekly Wrap: 12 Dec Friday 12th of December, 2014by Martin Lindley This week: Google Penguin gets live updates, Microsoft accepts bitcoin, and old iPod sells for thousands.

More on this story »
daniel_nolan_swap

Google Zeitgeist 2014 list reveals the world's search intere... Tuesday 16th of December, 2014by Daniel Nolan See the search terms the world has been looking for this year with Google's 2014 Trends.

More on this story »

theEweekly Wrap: 19 Dec Friday 19th of December, 2014by Dan Moores This week: The US thinks North Korea hacked Sony, IBM succeeds in cloud computing, and Google fights antitrust lawsuit.

More on this story »

Who loves theEword

Who loves theEword Who loves theEword