The relationship between brand image and customer service

marketing
business
brand

#1

Have you ever considered what the public thinks of your brand? Brand awareness is one of the most significant factors that contribute to the successful running of a business. You want to make a great first impression that will last if you have aims to increase your consumer base and become a thought-leader in your sector.

From retail to hospitality, there’s always room for improvement regarding both your own staff and customer retention and there are many techniques that modern-day businesses can use to ensure prosperous results.

The view of your customer

Interestingly, research has discovered that around 76% of adults in the UK have put a positive customer experience above the product they want to buy. Although you should also be prioritising the quality of your products (to reduce returns and negative reviews), you should be constantly reviewing your current customer service methods and continually think of ways that you can improve the overall service.

How do you think your customer service is? According to one study, 80% of businesses already believe that they deliver a superior service to their consumers – but only 8% of shoppers actually agree with this statement.

Almost 50% of customers have said that they would likely become loyal shoppers at a brand if their service is good. Not only that, but if you’re looking to increase your consumer acquisition rates – this is a good avenue to go down. 84% of people make a purchase because of a referral; so if your first impression is worthwhile, it could lead to additional business.

Improvements for your business

To look credible, you need to ensure that your employees are identifiable to customers and this can only be achieved by designing a uniform that stands out; while catering to each type of individual that works for you (considering religions etc).

Even if your business doesn’t require employees to wear tailored workwear, you’ll still spend time monitoring what people are wearing. As well as this, uniforms represent your business – so you must design them in the correct way and prioritise employee comfort to ensure you receive the best delivery from them.

Employees are also looking to improve their own skills, so facilitating this could improve retention. This should cover ways that they interact with consumers of all kind (race, religion, disability) and offer the most efficient service possible to show that you’re a reputable brand. On top of this training, you should also make your staff aware of any new products or services that you begin to offer so that they can give customers all of the information that they require.

What else is there? Research has suggested that customers will spend up to 13 minutes in a store — so it’s important that you deliver an exceptional service. Queues are notoriously long here in the UK and can be the biggest contributing factor to a customer’s walk-out. To combat this, why not look at queue management software and point of sales service?