Six Ways to Build Your Brand Through Customer Service


Customer service is one of the most important aspects of any business.

The goal of customer service is to create a positive experience for the customer so that they are more likely to return again in the future. 

According to a recent study by HubSpot Research, 93% of customers are likely to make repeat purchases with companies that offer excellent customer service.

And interestingly, the same study found that if a company's customer service is excellent, 78% of consumers will do business with them again after a mistake.

This shows how easy it is for businesses to make a sale when customers feel supported and their needs are being met.

In order to provide excellent customer service, businesses need to know what their customers want and how they can deliver it.  

So today, I'm going to go over some of the most effective ways that businesses can build and improve their brand through customer service.

Before we get into the details about ways to build a brand, let's make sure everyone is familiar with some basic terms:

A. Customer Service

Customer service refers to the process of interacting with customers to resolve issues and provide support.

This can include everything from answering questions about a product or service to resolving complaints and dealing with returns.

B. Customer Experience

The customer experience is the sum total of all interactions between your business and a customer.

It’s the combination of all the interactions a customer has with your business, from their first touch point with your brand to when they decide to buy from you again.  

C. Brand 

A brand is the perceptions of customers, investors, employees, and other stakeholders of your product or business. Branding is the process of shaping these perceptions.

Now that we have discussed the basic terms, let's move on to the purpose of this article, how to build your brand through customer service.

building a brand through customer service

1. Build a Strong Foundation

Before you can build your brand, you need to build a strong foundation. This means delivering what your customers expect from your business, such as providing the products or services they want and communicating clearly about those offerings.

It also means offering high-quality customer service that makes people feel heard and valued when they interact with your brand.

Once a strong foundation is built with your customers, you can use that base to build a brand that resonates with them and is synonymous with your business. 

2. Focus on Delivering Value to Your Customers

A Happy Customer after being delivered his products.

Brands are built by delivering value to customers.

This means that your brand is closely associated with the products or services you offer, not just what other people think about your business.

When people interact with you as a brand, they should feel like they have received something of value from it—no matter if that interaction was online or in person.

Brands that focus on delivering value to consumers are often the ones that people remember.

If your business focuses on providing a good product or service, it will be easier to build a strong brand because people will want to interact with you again in the future because they know they are getting something of value from it.  

3. Focus on Creating an Emotional Connection

An Emotional Connection with Customers.

One of the best ways to create a strong brand through customer service is by focusing on creating an emotional connection with your audience.

The more people feel emotionally connected to your brand, the more likely they are to remember it, talk about it, and recommend it to others.

People are more likely to feel emotionally connected to a brand when they have an experience that makes them feel good.

This could mean that they have received excellent customer service or have had a positive interaction with one of your employees.

You can also create an emotional connection by creating content that inspires people, whether it’s through blog posts or social media updates.

Final Tip

Building your brand through customer service is a long-term strategy that requires patience and perseverance.

You can’t expect immediate results, but if you consistently provide excellent customer service and create an emotional connection with your customers, they will be more likely to remember your brand and recommend it to others and that means more sales and profits for your business.

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Posted by
25th March 2023