We live in an era defined by personalization and instant gratification. This has made customer service more important than ever. Each interaction with a customer, both before and after the point of sale, doesn’t just decide if they have a positive experience.
It can also influence their reviews and word-of-mouth marketing for a brand — and that stuff really does matter. 90% of customers base their brand loyalty on the quality of the customer service that they experience. If they have a good time, they come back. If they’re offended or unsatisfied, they let everyone know about it.
Of course, customer service isn’t what it used to