Prevent poor customer service from killing your brand


South African businesses are faced with an exceedingly difficult task. They have to find ways to survive in the face of ongoing political uncertainty, fast eroding business and investor confidence, and declining consumer spend. From large retail banks to small consultancies, local businesses have to fight hard to win customers – and even more so to retain them.

Indeed, as competition intensifies amidst a slowing economy, brand loyalty is becoming a thing of the past. Today, consumers switch between brands at the slightest hint of better prices, more responsive service and higher quality outcomes. More than ever before, businesses have to stand out – they have to have a clear differentiator in order to survive (and thrive) in a tough environment.

But how do you stand out in an increasingly crowded marketplace? The answer is straightforward: provide outstanding customer service.

Instead of looking to change or adjust their service or product offering, South African businesses can attract and retain customers simply by providing seamless and efficient customer service. In an environment in which quality customer service is infamously absent, this can be an almost instantaneous (and relatively easy) way for businesses to gain a critical competitive advantage.

Get your customer service right, and you will instantly stand out from the crowd…

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