But your customer-facing experience makes up the rest - namely, your sales process and customer service team.Īlong with companies identifying these aspects of their businesses as keys to growth, customers have begun recognizing them as necessary, too. Your product makes up much of that experience: how it works, whether it's buggy, if it does what the customer expects. To obtain and maintain the desired level of service, the company should firstly learn and objectively understand how its customers define customer service, and then redefine the concept in categories that matter to them, meet their needs and allow them to achieve their goals.Customer experience is a critical competitive advantage for 81% of modern businesses. The main determinant for maintaining long-term relationships with customers is their degree of satisfaction with the level of customer service. Customer service is related to meeting various customer needs. It includes both logistics and marketing aspects. The issue of customer service has many dimensions and can be interpreted in different ways. The concept and essence of customer service For the purposes of the article, a review of research in this area was also conducted. The source basis for the study is the available literature on the subject and reports on the level and quality of customer service in Polish enterprises. The purpose of this study is to present selected aspects of customer service, including its marketing and logistics approach. Logistic customer service, due to its importance in the company and giving meaning to all logistics activities and processes is often also called customer logistics. Enterprises should, therefore, focus their activities on the customer and his needs, in particular drawing attention to an appropriate level of customer service. Each enterprise operating on the market depends on the customer whose decisions related to the purchase of a given product or the use of a given service allow to profit. The role of the customer for modern enterprises is significant. Keywords: customer, customer needs, customer service, marketing customer service, logistic customer service, level of customer service The topicality of issues was also highlighted by providing an overview of recent Polish research in this area. The article draws attention to the significant role and importance of customer service in the company in terms of marketing and logistics.
The right level of customer service means responding to the needs and expectations of potential customers. Thanks to an appropriate level of service, a satisfied customer establishes long-term relationships with the company. It occupies one of the main places in the sphere of logistics and marketing activities. Customer service is one of the key concepts in a modern enterprise.
0 kommentar(er)
