Why Personalized Customer Care Matters More Now Than Ever

hand-997394__340In today’s world of online information and social media reviews, customers have more power than ever to research exactly what they want in a service or product. It’s a buyer’s market, and with so many businesses competing for a consumer’s loyalty, the winning difference usually comes down to customer service—and the more personalized the better.

In fact, an American Express Survey revealed that 7 out of 10 Americans consumers said they were willing to spend more with companies that provided excellent, personalized customer service. The same survey showed that 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. Their top complaint was not being able to reach a live person quickly enough.

Long gone are the days when businesses could fall back on “if they want it badly enough they’ll wait.” Professional receptionists at call answering centers are becoming an increasingly popular resource for businesses that want to stay competitive by providing customized customer service.

Personalized, friendly customer response is the first step to building a relationship with your customers and demonstrates your commitment to service. That commitment creates trust, which is the foundation of customer loyalty. And in turn, customer loyalty is the gateway to referrals of new customers and business growth.

If they’re going to remain loyal, consumers want to know that a business knows who they are and truly values them, and that they’re not just another number in the accounting books.

A live voice answering service can eliminate unnecessary barriers between you and your customers by answering all calls and emails promptly and professionally. Answering service agents will respond to each call with the name of your business, and tailor answers to customer questions with specific detail.

On top of that, answering service agents provide consistent, quality customer management 24 hours a day, 7 days a week, every day of the year. Your customers’ takeaway is that you’re there for them whenever they need you, not just when it’s convenient.

If you’re curious about whether an answering service might help you deliver more personalized customer service, call Towne Answering Service at 800-660-4316 for a free consultation, or visit our website to learn more about our various business solutions and service commitment. We can partner with your business to provide personalized, exceptional customer care that meets your specific needs and goals.

Deb Crown

About Deb Crown

Towne Answering Service was established in 1968 to provide answering services for medical and commercial clients in the southeastern Pennsylvania area. Utilizing the best technology available at the time (the time was 1968 and the technology was a switchboard), Towne was able to establish a very faithful clientele, the majority of whom are still with us today. As time passed and technology advanced, so did the equipment. The answering service equipment evolved from switchboards to a basic computerized system with handwritten messages. From that, we were able to move to a fully computerized, paperless, state-of-the-art messaging system with digital lines and switching and were able to partner with our clients and provide a higher level of service.