Throughout the program, I've mentioned here in there that people want results fast, they want results as fast as possible. Nobody likes waiting. That also applies when we talk about customer service. And still, the main difference is when you do marketing, you're not supposed to deliver faster results. It's a good practice, but you're not supposed to. However, when you do customer service, you're supposed to address the issues and problems your customers have superfast.

Zendesk is a software company for customer relations. Basically, they provide a ticketing system where your customer support agents can easily prioritize track and solve tickets. The guys from Zendesk found out that there is a relationship between the customer service and customer lifetime value, which is you remember is one of the Most important metrics in your business simply said bad customer service decreases customer lifetime value, whereas good or excellent customer service increases customer lifetime value. But we don't need extensive research papers to come to that conclusion. If a customer is satisfied with our product or service, keep in mind that customer support is part of the package part of the product, they will buy again from us. If they are not satisfied, they will go to the competitors.

Now I want to read you a part of a report based on a survey of 1046 people who have had experiences with the customer service of middle sized companies. The surveys main intent was to quantify the long term impact of customer service and business results. The survey was conducted by dimensional research and independent market research company specializing in technology. This survey clearly demonstrates that customer service has a dramatic impact on the buying behaviors of customers of mid sized companies. good customer service results in increased personal and business purchases, while bad customer service drives customers to find alternatives. Interestingly, customer service experiences are judged more on the timeliness of the interaction, then on the final outcome, customer service has a long term impact on buying decisions with customers continuing to be affected years after the initial interaction.

Customer share service interactions more widely than ever before. Social media in review sites are providing increased awareness of customer service experiences in these stories influence the purchases of others. Now, I will add a link to the report if you want to read more about the key findings but generally, we can conclude to Very important points. Number one, speed matters. Number two, social media increases awareness of customer service experiences. These are critical points for us as business owners to understand in the past, when social media didn't exist, and I buy from your company and receive very bad, very poor customer support, when I need help, I'm going to go to my best friend's three or four people and tell them about my experience and how frustrated I am.

These times are gone. Now, if the same hypothetical situation happened, I wouldn't go to tell my best friends, but I might try to tweet about my negative experience I might share on Facebook. What does that mean? Well, I have 65,000 followers on Twitter, and I have a Facebook page with 1000 people in the Facebook group. It's several hundred people. I could also write a blog post about why you left your company and moved to your company.

Redditor five results, my message will spread rather quickly. Don't you think? If I am some stubborn guy, I can bring a lot of bad wheel to your company because I have a huge following. Do you see how serious things are? I'm sure you do. But let's talk about solutions.

I know every business is different, but I want to give you general solutions that you can choose from and apply. Solution number one, automation. Quite many people are indignant with this solution, because they see it as a substitution for personalized interaction, which is not the case. Focus on the processes that you can automate and personalize interaction is not necessary. And the opposite. Do not automate processes where personalized interaction is necessary is needed.

I've touched on this one. In the first section of the program. You can use videos to explain the process. You don't need to explain the same thing. Many people everyday that kills your productivity and more importantly, it takes valuable time that you must invest on other important business matters. Solution number two, customer community.

This is my favorite solution, customers helping each other. You can create something as simple as a Facebook group and your customers will be asking questions and other customers will be answering them. Of course you or your virtual assistant is also in the group in your monitoring the accuracy of the information passed on. This is a great way to hit the speed problem. Your customers are origin Facebook, so you can take a look at consider this option. We'll talk about my onboarding sequence or what happens when a customer buys from me.

They go through a series of emails, and the purpose of these emails is not to sell them more stuff, but to actually help them get on with the program they bought. If you use an onboarding sequence, or will use It would be great to include a link to your customer community in the first maybe second email of the sequence, of course, told him about the benefits of joining the group, tell them that it's a private group only for your customers and outside people are not allowed. That itself brings value. Very effective approach. I'm giving an example with Facebook, but if the majority of your target audience use Google Plus, you can create a community there as well. Alright, let's recap.

Number one, customer service has a dramatic impact on the buying behaviors of our customers. Number two, customer service experiences are judged more on the timeliness of the interaction then on the final outcome, that doesn't mean you don't have to do your best to help the customer out. It simply means speed matters. Number three social media increases awareness of customer service experience before ultimate made the processes which do not require personalized interaction. Number five, create a customer community by Facebook or Google Plus, where customers can help each other out. Thank you for watching and stay purposeful