Customer service is one of the most important to get right for a company, so at BooHoo we work extremely hard to make sure that our customer service is to the highest standard as possible. It’s so important because the customers, in essence are what keep our business functioning, without them we wouldn’t have a purpose or means for profit.
If customers are happy with the customer service they receive they’re more likely to return, purchase again and pass on good feedback. However when customers have bad experiences they’re likely to pass their experience on to others, which in turn will reduce client base and give the company a bad reputation. Studies have shown that over 13% of customer’s that have received a negative experience go on to pass negative information onto others. To ensure our customer’s satisfaction we make sure to respond to our customer’s complaints, issues or concerns as soon as we can. This is possible by the amount of contact mediums we have. We want positive experiences to be passed on to make sure that BooHoo sales are kept at a high rate.
As there is so much competition in today’s market we need to deliver amazing customer service to make sure our existing customers don’t move to other retailers, this would impact dramatically on our sales.
Our customer experience is also so important as it can make us stand out against other competing retailers. If a customer was deciding between making a purchase between us or another retailer they may chose us as we deal with returns, issues and exchanges quickly and effectively.
It has been recorded that it costs more to gain just one customer than to keep five.
All in all we need a good level of customer service to keep vital customers and to ensure we keep our sales at a sufficient level meaning that we can complete effectively with our competitors.