How Shopping Has Changed
Before social media, shopping was all about visiting stores in person and judging a business by how they treated you. Today, things are different. We can read online reviews, explore social media, and instantly see what others think before buying.
So why do some long-standing brands still thrive decades later? It’s simple—they treat their customers right. They understand what customers need and consistently deliver great service.
The Power of Word of Mouth
Word of mouth has always been one of the most powerful marketing tools. Long before social media, people relied on friends and family recommendations. If a business offered great service, people talked about it – spreading the message faster than any advertisement.
Even today, customer experience drives growth through referrals and positive online reviews.
Top Strategies for Exceptional Customer Service
1. Be Exclusive and Generous
Make your customers feel valued. A small discount, a personal thank-you, or a loyalty bonus can go a long way. Customers who feel special will share their positive experiences—driving more traffic to your business.
2. Stay Available
Customer needs evolve, especially in technology and software. Stay ahead by keeping your services up to date and being available when customers need you most.
(See how Durell’s software solutions evolve with client needs.)
3. Be Courteous and Professional
One rude interaction can ruin your reputation. Whether online or offline, every customer deserves respect and patience. A professional, helpful attitude builds loyalty and trust—two pillars of any successful business.
4. Listen and Be Attentive
Understand your customers’ goals and budgets. Offer recommendations that meet their needs. When clients feel heard, they’re far more likely to return—and recommend you to others.
5. Stay Consistent
Consistency builds credibility. Offer the same level of excellent service every time—whether it’s the first interaction or the hundredth. Customers should always know what to expect from you.
(Discover how Durell’s consistency in service has built long-term client relationships.)
6. Be Online and Accessible
Your website is your 24/7 customer service hub. Offer support, FAQs, and blog content to help users before they even contact you. Adding testimonials builds social proof and trust.
(Check out Durell’s client support portal for inspiration.)
7. Be Practical and Forward-Thinking
Keep an eye on both current trends and future opportunities. Competitors may imitate your ideas, but by planning ahead, you’ll always stay one step in front.
8. Stay Social and Engaged
Your online presence shapes public perception. Respond promptly to social media comments and reviews—positive or negative. The more engaged you are, the stronger your reputation becomes.
(Follow Durell Software on LinkedIn for updates and client stories.)
The Durell Difference – Over 40 Years of Excellence
For more than three decades, Durell Software has built its reputation on exceptional customer service and reliability. From insurance brokers to financial intermediaries, Durell provides easy-to-use software solutions and responsive support.
Their success didn’t come from flashy marketing—it came from consistency, professionalism, and care. Clients stay because Durell listens, solves problems quickly, and delivers long-term value.
Client Testimonials
“We have been using Durell product for the last three years and have been very pleased not only with the product but also with the support we have received and continue to receive even in this moment in time. Sam is one of their top professionals and is always available to help when needed.”
— Sokol Bylyshi, Director, Capital Indemnity Ltd
“The whole Team at Durell are on hand to respond quickly and professionally. Their business remains the perfect size to ensure you speak to the right person every time.”
— Sean Quinn, Director, BQI Group
“One of the best parts of Durell is the Tech Support team. Unlike other companies I have dealt with, they are always happy to help, they do not speak technobabble and always follow up to check that they have solved the problem.”
— Vanessa Coombs, Director, Medical Insurance Consultants Ltd
“You always reach a friendly human being when you call, and their dedicated Support team, with their wealth of knowledge and expertise, are always on hand to help whenever needed.”
— Emeka Akomah-Mordi, Business Development Director, UCompare Insurance Services Ltd
“Working with Durell has felt like a true partnership … they’ve been exceptionally flexible … and provided strong support levels (evenings/weekends/etc) throughout.”
— Benjamin Wigoder, Director Financial Services, Utility Warehouse
Conclusion
Outstanding customer service is the foundation of every successful business. Companies that prioritise their customers—like Durell—build lasting relationships and achieve sustainable growth. Great service doesn’t just retain customers—it turns them into your best promoters.