Turning Clients into Champions: The Real ROI of Excellent Customer Service
By Kraig Kleeman
“While the world races toward the next ‘big thing’ in tech, we’re over here making sure our customer service isn’t just big—it’s colossal.” – Erik Severinghaus, Founder and CEO
Introduction
You have a service business? If yes, then you understand how very important good customer service is. Actually, in the very competitive world of technology and AI solutions, similar to my company Bloomfilter, it’s not only about having top-notch tech—it’s also important how we handle our clients.
A Personal Touch Goes a Long Way
I always think that how we talk and deal with our customers makes us different from others. Just think about this. In tech, many people want to sell the newest big idea. But what makes customers return is not only what we sell; it’s how they feel when using our product or service. For example, I remember one time we had a client having trouble with new software update. Instead of simply helping them over the phone, our team did much more than expected to assist. We actually went to their office, sat down with them, and explained every step. This client was so happy that they agreed to stay for another two years! That’s the power of going above and beyond.
Training Our Team to Shine
At Bloomfilter, we really value training. We don’t think everyone will automatically know how to provide excellent service from the start. We have workshops and training sessions very often. One of my most liked ones is our ‘Empathy Training’ workshop. It is all about imagining ourselves in our customers’ place. We see every part of what they go through, think where they could face problems, and find ways to make everything easier for them.
Another interesting tool we have is the “Service Blueprint.” It works like a map, showing all steps of customer journey from beginning to end. We use it to notice where things usually go wrong and solve them before they turn into big issues. It’s like arranging dominoes precisely so they fall in the right way.
Seeing Real Results
Let me tell you, putting attention on customer service really does pay benefits. We have seen our customer loyalty numbers rise a lot. Even more important, our customer churn (this means when people choose to stop using your service) has gone down a lot. Also, our Net Promoter Score, which shows how much people would tell others to use us too, is getting better every year.
Wrapping Up
So, for all new business people out there, remember this: putting money into customer service is not only about fixing issues—it’s also about making connections. These connections are very important. They are what change a single-time buyer into a forever customer. In today’s world, where everyone is trying to sell something, being the company that people trust and feel happy about can make all the difference. Trust me, it’s worth it!
About Erik Severinghaus
Erik Severinghaus is a highly successful entrepreneur, author, and mountaineer. If his accomplishments and aspirations were to draw inspiration from natural icons, he could be described as a fusion of Mark Zuckerberg’s visionary approach to business and Tony Stark’s electrifying approach to saving humanity. He possesses keen business acumen and a flair for captivating customers, investors, and marketing partners.
Erik’s entrepreneurial spirit is boundless, as evidenced by his track record of founding, operating and exiting multiple ventures that have created a combined $600M in value. Erik’s investment skills are striking. He was a founding investor in Hyde Park Angels which recently helped ShipBob achieve unicorn status. He raised $6M startup capital for his newest venture, Bloomfilter, which is growing by triple digits, quarter over quarter.
As an endurance athlete, Erik has conquered some of the world’s tallest peaks, including Mt. Everest in 2018. In his public appearances, Erik is quick to discuss that learning to navigate through the valleys in his business life is what has led him to properly navigate the victories.