{"id":23058,"date":"2021-10-12T13:04:58","date_gmt":"2021-10-12T10:04:58","guid":{"rendered":"https:\/\/sbs.strathmore.edu\/?p=23058"},"modified":"2021-10-12T14:49:59","modified_gmt":"2021-10-12T11:49:59","slug":"driving-customer-loyalty-and-satisfaction-through-customer-service","status":"publish","type":"post","link":"https:\/\/sbs.strathmore.edu\/fr\/driving-customer-loyalty-and-satisfaction-through-customer-service\/","title":{"rendered":"Driving Customer Loyalty and Satisfaction Through Customer Service"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1248px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element\" style=\"--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\"fusion-imageframe imageframe-none imageframe-1 hover-type-none\"><img decoding=\"async\" width=\"1024\" height=\"675\" title=\"DSC_4625 copy\" src=\"https:\/\/sbs.strathmore.edu\/wp-content\/uploads\/2021\/10\/DSC_4625-copy-scaled.jpg\" data-orig-src=\"https:\/\/sbs.strathmore.edu\/wp-content\/uploads\/2021\/10\/DSC_4625-copy-1024x675.jpg\" alt class=\"lazyload img-responsive wp-image-23073\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%272560%27%20height%3D%271688%27%20viewBox%3D%270%200%202560%201688%27%3E%3Crect%20width%3D%272560%27%20height%3D%271688%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/sbs.strathmore.edu\/wp-content\/uploads\/2021\/10\/DSC_4625-copy-200x132.jpg 200w, https:\/\/sbs.strathmore.edu\/wp-content\/uploads\/2021\/10\/DSC_4625-copy-400x264.jpg 400w, https:\/\/sbs.strathmore.edu\/wp-content\/uploads\/2021\/10\/DSC_4625-copy-600x396.jpg 600w, https:\/\/sbs.strathmore.edu\/wp-content\/uploads\/2021\/10\/DSC_4625-copy-800x528.jpg 800w, https:\/\/sbs.strathmore.edu\/wp-content\/uploads\/2021\/10\/DSC_4625-copy-1200x791.jpg 1200w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 640px) 100vw, 1200px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-1 cv-blog-posts-text-block\"><p>Customers are critical for any business. The quality of service customers receive can make or break your business. If your customers are unhappy, you might be in trouble. But if you have invested in their experience, you are well-poised to grow from their success. Keep in mind that when you have a base of successful customers who are willing and able to spread the good word about your business, you create a virtuous cycle.<\/p>\n<p>Selon le <a href=\"https:\/\/blog.hubspot.com\/service\/customer-acquisition-study\">HubSpot<\/a>, 93 per cent of consumers are more likely to purchase again from brands with exceptional customer service and another 51 per cent note that they would never do business with a company after just one negative experience. Today, consumers have higher customer service expectations than ever before; they want fast and accessible interactions with organizations and brands.<\/p>\n<p>The onset of the COVID-19 pandemic saw a rapid shift in customer behaviour, pushing businesses to adapt fast by accelerating already existent customer service trends. Customer service is now more important than ever: from contactless engagements to the personalization of customer experiences.<\/p>\n<p><strong>Customer Service Trends for a Post-Pandemic World<\/strong><\/p>\n<p>A recent <a href=\"https:\/\/www.mckinsey.com\/~\/media\/mckinsey\/industries\/retail\/our%20insights\/how%20covid%2019%20is%20changing%20consumer%20behavior%20now%20and%20forever\/how-covid-19-is-changing-consumer-behaviornow-and-forever.pdf\">McKinsey<\/a> report cites rapid digital transformation as one of the most pronounced changes in consumer behaviour during the pandemic. \u201cWe have experienced a \u201cdecade in days\u201d in terms of the speed of digital adoption in nearly every industry. Even as in-person life resumes this year, the new digital architecture of consumer life will not disappear completely,\u201dreads the report in part.<\/p>\n<ul>\n<li><strong>A Fully Self-Service Digital Experience. <\/strong>For businesses, the key to understanding the digital transformation of consumer life is realizing that consumers do not just want to interact with you via digital channels; most of the time, they do not want to interact with you at all. Customers want a fully self-serve digital experience.<\/li>\n<li><strong>Multi-Channel Customer Support.<\/strong> With clients demanding constant interaction with businesses, businesses must offer customers multi-channel support. \u00a0Customer support channels can include: a live customer service agent, a fully self-serve digital experience,\u00a0 a chatbot, WhatsApp, telephone support, text support and social media support. Multi-channel support will ensure that your customers have various options for interaction so they are efficiently and swiftly attended to thus increasing customer satisfaction.<\/li>\n<li><strong>Round the Clock Customer Support<\/strong>. Consumers have greatly increased digital interactions with businesses, they expect customer support to be at their disposal 24 hours a day. In instances where a customer is trying to get help with an issue, they can be turned off and leave the sale altogether if they do not get assistance.<\/li>\n<li><strong>Building Brand Loyalty Through Empathy<\/strong>. With the onset of the pandemic, customers leaned more into brands that showed empathy: from simple things such as asking how customers are doing or as complex as slowing down complicated interactions to walking customers through step-by-step instructions.<\/li>\n<\/ul>\n<p>Good customer service is paramount to the growth of any business. Happy customers want to support the businesses they love: 90 per cent of consumers are more likely to purchase more, and 93 per cent are more likely to be repeat customers at companies with excellent customer service (Hubspot, 2018).<\/p>\n<p><strong><u>About<\/u><\/strong><a href=\"https:\/\/sbs.strathmore.edu\/fr\/\"><strong> \u00c9cole de commerce de l'universit\u00e9 de Strathmore<\/strong><\/a><\/p>\n<p>At Strathmore University Business School, we endeavour to transform 21st Century leadership in Africa by taking the responsibility of influencing the leadership of public and private sectors. This is the overarching mission at SBS; Service to Society through the development of international executive business management and leadership programmes. Since its inception in 2005 and coming at a time when the world and Africa face extraordinary challenges, SBS\u2019s mission to develop transformative business leaders is even more relevant. By the use of globally tried and tested teaching methodology using case studies, using both local and international faculty, while at the same time partnering with local industry experts who draw and localize the experiences on the ground, we ensure that our Programmes foster a culture of continuous learning.<\/p>\n<p><strong>R\u00e9f\u00e9rences<\/strong><\/p>\n<ol>\n<li>Kohli, S., Timelin, B., Fabius, V., &amp; Veranen, S. M. (2020, June 15). <em>How COVID-19 is changing consumer behavior \u2013now and forever<\/em>. Extracted from www.mckinsey.com<\/li>\n<li>Redboard, M. (2018, May 9). <em>The Hard Truth About Acquisition Costs (and How Your Customers Can Save You)<\/em>. Extracted from www.blog.hubspot.com<\/li>\n<\/ol>\n<p><strong>Par Juliet Hinga<\/strong><\/p>\n<p>Vous souhaitez partager un article ? \u00c9crivez-nous \u00e0<em> <strong>sbscommunication@strathmore.edu<\/strong><\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":23073,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[39],"tags":[],"class_list":["post-23058","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v20.2.1 (Yoast SEO v27.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Driving Customer Loyalty and Satisfaction Through Customer Service - Strathmore University Business School<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sbs.strathmore.edu\/fr\/driving-customer-loyalty-and-satisfaction-through-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Driving Customer Loyalty and Satisfaction Through Customer Service\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sbs.strathmore.edu\/fr\/driving-customer-loyalty-and-satisfaction-through-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Strathmore University Business School\" \/>\n<meta property=\"article:published_time\" content=\"2021-10-12T10:04:58+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-10-12T11:49:59+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/sbs.strathmore.edu\/wp-content\/uploads\/2021\/10\/DSC_4625-copy-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1688\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"sbs\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"sbs\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/sbs.strathmore.edu\\\/driving-customer-loyalty-and-satisfaction-through-customer-service\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/sbs.strathmore.edu\\\/driving-customer-loyalty-and-satisfaction-through-customer-service\\\/\"},\"author\":{\"name\":\"sbs\",\"@id\":\"https:\\\/\\\/sbs.strathmore.edu\\\/#\\\/schema\\\/person\\\/d3fa78c302c9226e141112880076ec94\"},\"headline\":\"Driving Customer Loyalty and Satisfaction Through Customer Service\",\"datePublished\":\"2021-10-12T10:04:58+00:00\",\"dateModified\":\"2021-10-12T11:49:59+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/sbs.strathmore.edu\\\/driving-customer-loyalty-and-satisfaction-through-customer-service\\\/\"},\"wordCount\":1435,\"commentCount\":0,\"image\":{\"@id\":\"https:\\\/\\\/sbs.strathmore.edu\\\/driving-customer-loyalty-and-satisfaction-through-customer-service\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/sbs.strathmore.edu\\\/wp-content\\\/uploads\\\/2021\\\/10\\\/DSC_4625-copy-scaled.jpg\",\"articleSection\":[\"News\"],\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/sbs.strathmore.edu\\\/driving-customer-loyalty-and-satisfaction-through-customer-service\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/sbs.strathmore.edu\\\/driving-customer-loyalty-and-satisfaction-through-customer-service\\\/\",\"url\":\"https:\\\/\\\/sbs.strathmore.edu\\\/driving-customer-loyalty-and-satisfaction-through-customer-service\\\/\",\"name\":\"Driving Customer Loyalty and Satisfaction Through Customer Service - 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