This episode’s featured guest is Nik Sharma, the CEO at Sharma Brands. He works with founders and executives of a wide variety of brands to launch their digital platform, develop an acquisition and retention strategy, expand their channels, and optimize their revenue. He has worked with big brands such as Bill Blass, Roc Nation, and Haus, and he is on the podcast today to discuss the importance of customer service.
Customer service is a brand’s frontline of defense. They are the first to know when something is wrong, broken, or if anything can be done better. By identifying the needs, concerns, and issues of the customer faster than anyone else, they can also fix or address problems before it gets any bigger and becomes damaging to the company. For example, when Nik was working with Judy, an emergency kit brand, there was an issue with their discount code. It simply was not working but no one knew until an online shopper got in contact with customer service. Immediately, the code was fixed and although Judy must have lost several potential customers during the mistake, they could have lost far more if customer service were not there to receive and respond to the matter.
It is important to keep the customer happy. If it is their first time ordering from a brand and they have a less than stellar experience, they are most likely not going to order again. They will not give any of the company’s second products a try, such as the more expensive purchases or subscriptions. That is why customer service is there to pacify the consumer and their issues, acting as a prevention method to any bad experiences. By offering even simple solutions from a technical standpoint, such as dealing with refunds or providing a shipping label, the customer is excited that the brand provided them with a solution.
Through this excitement and acknowledgement, an intimate relationship is created between the brand and customer. The customer feels valued as the brand understands and emphasizes with them. They recognize that they will be taken care of and as more customers begin to feel the same way, a community is built. Every company talks about wanting to build a community and all the strategies that it will take to do so, but the easiest and fastest way to accomplish that is by just having an efficient customer support team. Even a simple third-party logistics team can give a significant boost to a brand by providing front-line workers for customers.
It is not an exaggeration to say that customer service is the most vital piece of a brand. Nik has seen firsthand what good customer service can do and how much feedback, both positive and negative, it can receive. By offering world-class customer experiences, it can boost businesses to new heights and maximize profits. To speak to Nik and to get a further insight into the importance of customer service, he can reached via text at 917-905-2340.
