Question

Brand loyalty and excellent service to consumers are also interrelated. Customers will become brand loyal when they get well served and are pleased with the staff's services. In the present serious time, the importance of brand loyalty has become exceptionally important. There are many articles suggesting that great customer service improves brand loyalty among consumers.

There is no simple route or set recipe for exceptional customer service, but there is hardly any sine qua non things to note when taking customers into consideration. They are as follows,

• Further engagement with the customers
• No trade off on the quality of the products, therefore, value conveyance to the customers
• Regularly delivering great types of assistance to the customers
• Nordstrom will focus on 360-degree customer service, which is from the second point when the customer enters the outlet to the moment, he exits the shops.
• Feedback request from customers
• Conduct day-to-day customer service activities
• Act in an accommodating manner with customers
• Customer requests should be dealt with in an auspicious manner.
• Provide consumers with nitty gritty and precise details about the products.

Do you agree with the posted above? why?

Answer 1

As given in the situation, importance of customer service is discussed. It is true that nowadays brand loyalty is directly connected with the level of customer service.

Yes, I do agree with the post related to importance of customer service. Let's discuss :

• In business customer is the king. So, to get rewards from the king service should be great.
• Rewards are in the form of brand loyalty and increased profitability of business, which every company desires.
• Nowadays further engagement with customers or post sales service is trending in the business world.
• Great post sales service leads to deep customer engagement thus resulting in brand loyalty.
• If a customer is loyal to a specific brand then in marketing terms it facilitates word of mouth publicity for the brand, which is crucial for every business.
• Companies are more concerned about offering a product which creates value to the customer.
• By providing high quality products with no compromise on product standards, companies are creating value for the customers. High quality creates high brand value and loyalty.
• Companies are also playing on price by providing quality products in affordable prices to the customers, this is pocket friendly and indirectly contributes in good customer service.
• Companies are also providing assistance in getting the knowledge of the products to the customers on regular basis. This is not related to sales only thus contributing in great customer service.
• Many companies request feedback of customers for the product and services offered. This helps companies in understanding customer's thoughts.
• For getting feedback online surveys are conducted, in stores customers are requested to fill up feedback form. By these activities customers feel privileged and show loyalty for the brand in future.
• Customers are treated as guests and many companies give personal attention to the customers in the store for example customer service in a car showroom. This warm behavior leads to great emotional connection with the customers thus resulting in sales.
• Nowadays it is not the time to fool the customers by providing wrong or limited information about the product because wrong information leads to distrust which can ruin brand image.
• Companies are serving customers by providing all the required information about the product which creates trust and results in good brand image.
• Companies are following 360 degree customer service view in order to provide great customer service.
• In 360 degree view companies collect all the significant information about the customers to know their taste. This directly impacts the great brand image.
• Companies are more customer centric these days because of the availability of options in the market.
• Customers have many alternatives for the desired product and they also look for great pre and post sales service.
• Companies with great pre, present and post sales services get the high brand loyalty with good brand image in the eyes of customers thus resulting in high profitability.
• If you serve the customers well you will get great customer satisfaction as a reward. This reward is very essential to connect with new customers in order to achieve the goal of sales and profit maximization.

So, that's why, customer service is very crucial for overall business growth and sustainability in the market.

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