Excellent customer service is a cornerstone of any successful business, as it helps build stronger connections with your consumers.
However, research shows that 83% of UK consumers feel undervalued by the brands they remain loyal to. This indicates that retailers should recalibrate their approaches to better reach out to customers. Failing to create a good customer service strategy can be costly for businesses, as it can lead to buyers seeking new brands that can meet their needs.
In the medical industry, for instance, 25% of patients have switched healthcare providers because of poor customer service, highlighting the need to improve strategies for establishing better relationships with patrons. The same holds true for the eye care industry, as good customer service strategies are crucial in adding value to the brand and earning your buyers’ trust and loyalty. Here’s a quick look at the value of great customer service in eye care:
It attracts more customers
McKinsey & Company research shows that 71% of consumers expect companies to deliver personalised services. If eye care service providers want to differentiate themselves from competitors and enhance customer satisfaction and retention, they’ll need to invest in offering these services and catering to customer needs. Vision Express is a high street optician known for providing patients with top-notch personalised eye test services. The eye care provider’s advanced eye test includes a vision health screening with an OCT 3D scan, a comprehensive eye exam, and a personalised recommendation to help patients manage their vision. This service has positioned the brand as a leader in eye care and allowed it to thrive amidst high street shutdowns across the country.
It fosters brand loyalty
Great customer service creates a positive experience for buyers, which can help build and sustain brand loyalty. If your customers feel satisfied with your services, it’s more likely that they’ll come back for more purchases in the future. One example of an eyewear retailer effectively fostering brand loyalty is Sunglass Hut, with its first-of-its-kind loyalty programme called The Sun Club. Under the programme, the retailer rewards its customers by giving them exclusive gifts and special products for every purchase, as well as insider benefits like birthday and anniversary promos and access to exclusive product launches and sales. This unique customer service approach that incentivises shopping can motivate buyers to return for more rewarding experiences.
It can boost sales
According to the Institute of Customer Service, 31.3% of UK consumers are willing to pay more for goods and services in exchange for excellent service. This proves that a positive customer service strategy is crucial in boosting your sales. Station Road Optician is one example of an optical retailer in the UK that provides a positive customer journey by assisting buyers in choosing the right pair of frames and thoroughly explaining prescription results in detail, making consumers feel confident about their choice of glasses. A CommBox survey found that 56% of buyers consider speaking to people with the right knowledge a top requirement for good customer service, highlighting the need for eye care providers to connect with their consumers throughout their purchasing journey.
Providing top-notch services is crucial in building strong relationships and fostering loyalty among your customers. It’s also a good opportunity to establish your reputation as a reliable and trustworthy provider, making it easier to stand out in a crowded market.
