A happy customer is always a loyal customer

Scott McAdoo of Roseburg, Oregon, has been using the same calling card company since 2005. He calls cell phones in Philippines and is what one might call an occasional caller. Since he has quite a lot of options for international calling services, it’s sort of a wonder why he’s been loyal to just one company all this time.

As it turns out, the main reason keeping him there the last eight years is “they have great customer service.”

Although it may seem a bit counterintuitive, if you take a minute to think about it, above all else, people want efficient customer service, followed by quality products and low prices. At least that’s what turns occasional buyers into loyal customers. Scott confirmed this: “I keep coming back to them. Every time I call customer service, everything goes smoothly and efficiently.”

A similar story is that of David Penny from Maple Valley, Washington. He’s been using the same online calling card service as Scott McAdoo for the last two years.

He said, “I call the Philippines now and then using these products, especially around the holidays. I call their customer service with various questions and they perform very good in terms of politeness and attitude, plus they are very efficient. All my issues have always been solved very quickly.”

The service used by both of them is NobelCom.com, one of Nobel’s two online solutions for prepaid calling cards, along with EnjoyPrepaid.com. They seem to have made customer service a priority, and David agreed that they were successful.

“I honestly cannot think of any changes or improvements they can make to their customer service. It suits me just fine,” he said.

Stefan Petrov, vice president of operations with Nobel, explained that “much is at stake based on our ability to provide good customer service. Why is good customer service important? Our future business depends on it. After all, we would not be a business without our customers.”

Petrov has been with the company for the last 10 years and has witnessed a growing trend in the market: “Technology and innovation can be excellent attractors for customers. The same goes for extremely low prices that catch the eye. You see this everywhere in aggressive advertisements. We need other elements that differentiate us from our competition and excellent customer service can make the difference”

“Be nice. Be quick. Be thorough. That’s how we run our customer service, because the main goal is customer retention. And if the last decade in this business has taught us anything, it’s that a happy customer is a loyal one.”