In the information age, customer service is one of the most important things that businesses need to get right in order to succeed. Consumers are constantly bombarded with posts, videos, ads, emails, text messages, and on and on. 41% of respondents in a survey from 2023 stated that they only remember 1% - 10% of the messaging that they see every day.
With so much content being consumed daily, standing out in your interactions with potential customers can be the perfect way to separate yourself from the crowd. In this environment of constant noise and fleeting attention, exceptional customer service becomes a rare and powerful differentiator. While most marketing messages fade into the background almost immediately, a positive, personalized interaction—whether over the phone, in person, or through digital channels—creates a memorable human connection that builds trust and loyalty far more effectively than any ad campaign.
In this blog, we will cover ways that you can ensure first-time customers come back, how to keep existing customers, and some tools you can use to make the whole process easier.
The first time that a customer contacts your business is a golden opportunity to make a big impression. Whether you're trying to provide a professional phone call experience or you're on the way to a face-to-face meeting, here are some tips to make that introduction special.
Active listening is the practice of listening with the intention of understanding, rather than responding. When communicating with potential customers, you want them to feel like they are being heard. These are some general tips for active listening.
Confidence is a reassuring quality that customers look for when interacting with your business. This is why you want to ensure that your employees are suitably equipped to answer any questions that come their way, while having peace of mind knowing that they are capable of handling the situation. Having your employees come off as timid or unsure of themself can hurt how a customer views your business.
Make sure that your staff is trained on phone call etiquette. According to a study done by Invoca, 68% of consumers prefer to contact businesses over the phone. This is why perpetual education on best practices for customer service is so important. Here are some quick examples of habits your employees should practice.
While first impressions are important, it can be easy to become complacent when interacting with long-time customers. According to PWC, 32% of respondents said they would stop doing business with a brand they previously loved after one negative experience. This is why it's so important that you make an effort to engage with your existing customers, and it's even more important that your customers see the effort you're putting in.
There's an idea that if you aren't hearing from your customers, then it must mean they don't have any problems. In actuality, the silence itself is the problem. During these periods of quiet, make reaching out a priority to maintain your relationship with your customers. Here are some ways you can bridge the silence:
The simplest way to get customers to stay is by giving them a reason to do so. Loyalty and reward programs are an excellent way to incentivize customers to choose your business for repeat purchases. Some businesses utilize a subscription model for their products or services; these are great for keeping customers regularly engaged.
Loyalty programs work because they make customers feel genuinely appreciated instead of just another transaction. Simple point systems, birthday discounts, exclusive early access to new products, or “buy 9 get 1 free” perks can turn one-time shoppers into regulars who prefer your brand over competitors. The key is keeping the program straightforward, transparent, and rewarding enough that people actually look forward to participating.
Subscription-style offerings take this a step further. Whether it’s monthly deliveries of consumables, access to premium content, ongoing software/service plans, or membership clubs with added benefits, subscriptions create predictable value while giving customers a built-in reason to stay. When people are already committed to a recurring plan, they’re much less likely to switch during price comparisons or when a competitor tries to lure them away.
Tie these incentives directly to your customer interactions. During phone calls, in-person visits, or follow-up emails, team members can casually highlight reward progress (“You’re only one more purchase away from your next free item!”) or remind customers of included perks. This personal reinforcement strengthens the relationship, reminds them of the value they’re receiving, and keeps good customer service at the heart of the experience.
Eventually, even the customers who love you the most will have something they don't like about your business. When this happens, being able to acknowledge the grievance and make it right goes a long way in the eyes of existing customers.
Beyond how it looks to the public, it's a good idea to listen to criticism. This is especially true if it comes from your most loyal customers, because they understand your service more than your average user. They may be able to point out flaws in your process that you didn't see on your own.
When a customer does call with a complaint, it's important that your staff is trained to turn this potential negative into a positive experience for the customer. For more information on professional phone call etiquette, check out our blog here, where we go more in-depth on this topic.
You don’t have to manage the entirety of your business’s customer service with a clipboard and pen. Instead, there are several ways you can organize your customer service happenings and simplify processes for yourself and your customer service representatives.
Every day, businesses are getting lost in the soup of content and advertisements being churned out 24/7. Leveraging strong customer service can help you stand out amongst the competition. Start separating your business from the crowd by implementing a training program for your employees, or start making handwritten notes for your long-time supporters.
In a crowded market, exceptional customer service isn't just an option—it's your competitive edge.