Having excellent marketing & sales results but a bad customer service, can change business-growth into business-closure. Is this true or exaggerated?

Undeniably true.

This is a genuine story of one company who was representing one of the world leaders “Procter & Gamble” in Mauritius10 years ago.

 

Due to a very unprofessional sales manager with the worst customer service I have ever encountered in my career as a buyer, the company ended up losing the representation of P&G in Mauritius.  

This is absolutely true in my opinion. Customer Services are the backbones of most businesses. Especially in services industry.

Yes off course it can change business growth .

Because acquisition of customers depends on sales team but customers on board responsibility always on service team.

 

Many managers have aswered this very interesting question, but as a client I would say that many firms and companies nowadays have many good & worthy products. The thing that highlights the product and drives you to buy it, is No1 the quality of the staff and No2 the quality of the after sales service.  It's very important for the client to know that if there is gonna be a possible problem there would be also a solution.

I think the statement is exaggerated because having excellent marketing and sales will not result to business closure. Bad customer service will only put the business company into bad light. The main issue why there is excellent  marketing and sales is due to the product itself. Bad customer service can be change to best anytime for the benefit of the business.

Surely, yes if we look at the definition of marketing briefly "satisfying customer needs better than competitors in profitable way". customer satisfaction is the main goal behind any real business

Absolutely, Customer service gives a lasting impression to the customers and brings them back for products and services thus encouraging repeat business. No amount of marketing will bring a customer who previously had a bad service experience.  Excellent customer serviceon the other hand can boost the business by bringing customers back who go out and market the business by word of mouth or by other means thus killing two birds with one stone. Conclusion: Bad customer service can lead to business closure

Quite true, Let me start by saying that there are two Customer Life Cycles . Acquisition and Retention.1. in the Acquisition Cycle, thats where the company spend time, money and even energy in getting new customers either through Advertisement, road shows or jingles etc.just to increase their wallet /market share. that where "Marketing " comes to play.2. In the Retention Cycle, this where the company get their ROI, here also, the company tries to keep those customers they manage to get from their early campaign or advertisement with the intention of making them 'Loyal customers' . this stage is a very critical and sensitive stage because anything short of Total Customer Satisfaction across all touch Zones /Points will definitely make those Prospect/customers to defect . This is where Service comes in. for any organization to have a boost in Sales, She MUST up its SLM. My Advice is " No company should go out for Marketing without a proper Staff orientation and Training and ensuring that their Service delivery is in perfect condition. "

I beleive that is is very true for products which need after sale service.

Its true.

 

Nurturing relationships with your customers is a crucial part of growing a successful business. In this age of automation and innovation, caring for your customers has never been more important.

 

At any moment, an unhappy customer can share their opinion with the masses through social media and the web and negatively affect your business. That’s why it’s even more important than ever to create an excellent experience for your customers to help develop your company’s relationship with them into love.

It is TRUE because just one person that receive bad customer service will bad mouth the company to another ten people and that ten people whom he informed will tell it to another10 people each but if you give one customer a quality service he will just tell it to just the husband or the wife and thats it. It is easy to keep the loyal customer that to keep a new customer. remember that the best marketing and sales strategy is by WORD OF MOUTH it is also considered as a FREE ADVERTISEMENT....BAD CUSTOMER SERVICE = BAD BUSINESS... GOOD CUSTOMER SERVICE = GOOD BUSINESS