Published On: 03/03/2014

Customer ServiceBrand loyalty isn’t as loyal today.  According to the Accenture 2013 Global Consumer Survey, over 50% of U.S. consumers claimed to have switched service providers in the past year as a result of poor customer service experiences.

Tribune Media Group’s recent edition of the Banking Industry News & Highlights newsletter, we pointed out that service categories, such as retail banking, internet/cable companies, insurance providers, hotels and lodging, etc., offer consumers several competing options to choose from.  With mobile usage on the rise, it’s especially important to offer convenient mobile features for routine transactions such as paying bills, to boost the ease of working with you over a competitor.

To prevent your customers from switching to a competitor, take a close look at your customer service practices to ensure that they’re meeting your customers’ needs.

Keep the following points in mind when creating messaging across media platforms that will reassure your current customers, while also influencing the decisions of new customers:

  • Proactively reach out to consumers with product updates, benefits and ways for them to enhance their experience with your services. This tells them you want to hold up your end of an ongoing relationship.
  • Reward customers for doing business with you, in ways that truly have value to them.
  • Make it easy for consumers to find answers.  Nearly half of the Accenture survey respondents agreed that better support options via their mobile device would have impacted their decision to stay or switch.
  • Tailor everyday transactions for easy mobile usage.

As you continue into 2014, think about the ways your customer service can serve your loyal customer base, as well as generate awareness and appeal for your brand.

Source: Tribune Media Group