Customer service is the foundation of any successful business. A business exists because of a product or service; what makes it flourish is excellent customer service. However, some businesses go down the road of minimizing costs to pursue short-term gains, oftentimes at the expense of customer experience.

In today’s digital world where information is openly shared, the consequence of poor customer experience can be catastrophic. It can take only one disgruntled customer to tear down a hard earned reputation. Here is a picture of what can happen if customer service is neglected in your business.

You lose customers and revenue

Negative feedback from customers can have serious implications for a business. After all, positive brand experience is as important as, if not more important than, price when making a purchase decision. An unhappy customer will not hesitate to take what could have been your business to your competitors.

Your brand is tarnished
The presence of widespread social media platforms and digitalization has profoundly changed the voice of the customer, and customers enjoy engaging in conversations. A dissatisfied customer will share his/her negative opinion with 9–15 people. The effect is tangible as most new customers place a significant amount of trust in customer feedback–80% of potential buyers will avoid a purchase if they have seen poor reviews.

You lose competent staff
It is important for employees to feel that they’re contributing to something worthwhile. If your business is known to have negative interactions with customers, it will hurt your reputation as an employer. Businesses that have a poor reputation will have to pay more to attract and retain workers.

When businesses fail to prioritize their customers’ needs, they fail to give those customers what they actually want: a satisfying emotional experience. Thus, it’s not surprising that 86% of customers are willing to spend more for a better experience. This proves that the method of delivery is just as crucial as the product itself.

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