We all love great customer service. It’s human nature. We know from our personal experience that it influences whom we choose to do business with. Likewise, you can expect customers of your WISP to have more loyalty when provided with great customer service.
But why is customer loyalty so important? We've interviewed CEOs, Presidents, and Owners of some of the most successful WISPs in the industry to see their thoughts on the value of customer service and how that translates to the success of their WISP.
From our many interviews, we've created a WISP Essentials Guide: 10 Keys to Success for Industry Leaders. This guide is full of little nuggets of information on how to become a successful WISP business. You can download the full guide here or keep reading for a small snippet of Key #5: Create Customer Loyalty.
"Eric, Owner of a Tennessee WISP, is convinced that customer service is a key to a WISP’s success. He reported that his company’s level of customer service resulted in customer loyalty even when other better offerings like fiber were available. In their situation, higher value was placed on a premium customer service experience than on a premium product.
"Pete, President of a California WISP, explained that his company has three staff members dedicated to customer retention. He believes that all network investments and improvements are to enhance the customer experience. You may not be able to dedicate three of your staff to customer service, but you should give this area the priority it deserves."
Key #5 covers not only how to create customer loyalty, but also touches on the following tips:
- Set the Customer Service Bar According to Your Own Expectations
- Engage in Communications Proactively through Social Media
- Owning Your Mistakes Improves Customer Loyalty