How does good customer service help your business thrive

In Vietnam's growing market, customer service is key to standing out from the competition. It's not just about keeping customers satisfied; it's about helping your business grow and succeed. Today, businesses that prioritise and excel in providing a top-notch customer experience have a significantly higher likelihood of achieving sustained annual growth than those with lacklustre customer service and experience management strategies, as highlighted in a study by QuestionPro. Therefore, investing in and improving customer service should be a top priority for any Vietnamese business aiming for long-term success.

The science of loyalty

Excellent customer care isn't just about being polite; it's about creating a lasting bond with your customers. Today, it is common knowledge that positive customer service experiences directly translate into increased customer loyalty. This is because when customers feel valued, heard, and supported, they're more likely to return to your business and recommend it to others.

This connection between customer service and loyalty is rooted in psychology, with trust and emotional satisfaction playing crucial roles. When a business consistently delivers excellent service, customers will trust the brand more. This trust leads to emotional satisfaction, as customers will be confident that their needs and expectations will be met.

The impact of customer service on satisfaction and loyalty isn't just anecdotal. Statistical evidence backs it up. According to Super Office, 86% of consumers are willing to pay more for a great customer experience. Similarly, a Zendesk Customer Experience Trends Report revealed that 75% of customers are willing to pay more to purchase products from companies that provide a good customer experience. Therefore, by investing in exceptional customer service, businesses can create a loyal customer base that encourages growth and profitability.

How does good customer service help a business?

Customer service is a powerful instrument that can significantly impact a business's success in the following ways:

1. Retain your customers

Effective customer service is pivotal in reducing customer churn, the rate customers stop doing business with a company. High churn rates can be detrimental, as acquiring new customers is reportedly five times more expensive than retaining existing ones, according to insights from Outbound Engine.

Customer churn occurs for various reasons. However, businesses can significantly reduce churn rates by addressing customer issues promptly and effectively. This may include adopting strategies for customer retention, such as:

• Active listening: Show customers you value their feedback and are committed to meeting their needs.
• Timely responses: Demonstrate respect for customers’ time by addressing inquiries and complaints promptly.
• Personalisation: Tailor communication and solutions to make customers feel valued and understood.
• Proactive outreach: Anticipate needs and provide solutions before they become problems.
• Building relationships: Focus on long-term relationships through consistent, personalised interactions.

2. Encourage customer loyalty

Good customer care goes beyond meeting basic needs. It involves making customers feel valued and understood. By tailoring interactions to individual preferences, addressing customers by name, and remembering past interactions, businesses can build a connection and increase customer loyalty.

For both small and global businesses, this relationship can then be supported by loyalty programmes that reward repeat customers with exclusive discounts, personalised experiences, or other perks. With Forbes reporting that 90% of companies globally have loyalty programmes in place, the impact of such programmes should not be underestimated. Also, according to Forbes, members of a loyalty programme are 62% more likely to spend more on the brand, proving how loyalty programmes can directly boost revenue and encourage repeat business.

This fostered loyalty transforms satisfied customers into brand advocates, amplifying positive experiences through word-of-mouth and social media. Such organic promotion not only enhances a company's reputation but also attracts new customers, driving sustainable business growth.

3. Build a strong culture and reputation

A culture of good customer service within a company fosters a sense of reliability and trustworthiness that extends beyond internal operations. Employees who are empowered and trained to prioritise customer satisfaction project this ethos in their interactions, creating a positive brand image. In today's digital age, social media amplifies this impact. Positive customer experiences often translate into glowing online reviews and recommendations, significantly influencing a company's reputation and attracting new business.

4. Boost sales

Exceptional customer service can directly boost sales through upselling and cross-selling opportunities. Knowledgeable and helpful customer service representatives can suggest complementary products or upgrades based on a customer's needs, increasing the average transaction value.

Additionally, effectively solving customer problems builds trust and goodwill, leading to both immediate sales and future repeat business. By creating a positive and personalised shopping experience, customer service encourages more frequent purchases. In fact, Twilio reports that over half of customers are likely to become repeat buyers after a personalised experience. Moreover, research by Emplifi indicates that customers are even willing to pay a premium for exceptional service, with 61% of US and UK customers surveyed willing to pay at least 5% more.

5. Remain competitive in the marketplace

In today’s competitive marketplace, superior customer care is one of the major defining factors that sets a company apart. When customers encounter a positive and memorable experience, they are more likely to choose that business over its rivals, even if prices are slightly higher. Employing the best examples of customer service, such as proactive outreach, personalised recommendations, and omnichannel support, can further enhance a company's competitive edge by staying ahead of market trends and increasing customer satisfaction.

It is essential to remember that customer expectations are constantly evolving. Therefore, Vietnamese businesses must continuously seek ways to enhance their customer experience management strategy to adapt to these changes and remain competitive. 

How do you thrive in providing excellent customer service?

Ensuring that your customer service is helpful requires an extensive understanding of the customer journey and how delivery plays a crucial role in that experience. Every touchpoint, from initial inquiry to post-delivery follow-up, impacts customer satisfaction. By mapping out the customer journey, businesses can spot pain points and proactively enhance the customer experience. These include:

• Delayed Deliveries: Proactively communicate with customers about the shipping progress and potential delays.
• Lack of Communication: Provide updates on shipment status, estimated arrival times, and any changes in delivery schedules.
• Tedious Return or Exchange Processes: Streamline the returns and exchange process to make it as easy as possible for customers. Offer pre-paid return labels, clear instructions, and a hassle-free refund or exchange policy.

Additionally, it is also crucial to invest in employee training. Comprehensive customer service training ensures that employees have the knowledge and skills to handle customer inquiries effectively. Training should cover product knowledge, effective communication skills for customer service, conflict resolution, and service policies. Furthermore, to ensure comprehensiveness, it is best to incorporate a mix of onboarding training, ongoing workshops, mentoring, role-playing exercises, and regular feedback assessments.

Choosing DHL Express as a shipping method

When it comes to international shipping, DHL Express Vietnam stands out as a reliable and efficient logistics provider. With a vast international network spanning over 220 territories worldwide, we can seamlessly connect your business to global markets.

No matter where your package is, we provide complete visibility for businesses through our advanced package tracking feature on our user-friendly platform, MyDHL+. This gives businesses a clear overview of their shipment's progress and accurate real-time delivery estimations. We also have an expert customer service team available 24/7 to assist you, ensuring efficient customs clearance and the swift delivery of your goods for maximum customer satisfaction.

Additionally, we are dedicated to sustainable practices and reducing our environmental impact with initiatives like GoGreen Plus. This solution allows businesses to actively participate in reducing the carbon emissions associated with international shipping. 

Elevate Your Business with DHL Express Vietnam

In Vietnam's dynamic and competitive business landscape, customer service can be the key differentiator that sets your company apart. By prioritising strategic client relationship management, improving customer care and investing in efficient overseas shipping solutions like DHL Express, you'll not only foster loyalty but also fuel growth. 

Open a business account to start shipping with DHL Express Vietnam and unlock the full potential of exceptional customer service.