Prices v Customer Service

Prices v Customer Service

Which is more important to customers?

By Emma Meakin

For you, customer service wins hands down, every time.

If you fight your competitors on ever-decreasing prices, you might make a few more sales in the short-term, but in the long run, everybody loses. Your profit margin suffers, you risk devaluing your product, and your dissatisfied customers will tell all their friends not to do business with you. Even if your customers are satisfied, for your position competing on pricing alone leaves you in a precarious position.

Good customer service, on the other hand, can pay back your investment multiple times over. The goodwill you generate helps to retain your customers, boosts your brand image and can effectively do your marketing for you. Time and again, customers say that they’re willing to pay a premium for excellent customer service.