Why and how you should keep your customers happyPosted On 14/12/2017
Do you know if your customers are happy? If not, you should.
It’s imperative that you fulfil your customer pillars of delight. Otherwise, you might lose customers to your competitors. 48% of customers who had a negative experience told 10 or more people.
Unfortunately, more of your customers are likely to talk about your poor customer service or a bad experience compared to those individuals that love your company.
Your customers are your biggest assets. Don’t give them a reason to leave. Customer loyalty should be your ultimate goal, but it cannot be accomplished if they aren’t happy.
Here is why and how you should keep your customers happy
1. It costs 5 times as much to attract a new customer than to keep an existing one.
2. 47% of customers recommend the products they love to friends, 88% of customers recommend the brands they dislike to frenemies.
3. 68% leave because they are upset with the treatment they’ve received.
4. Loyalty is when people are willing to turn down a better product or price to continue doing business with you.
5. It’s Everyone’s job to delight customers.
6. On average, loyal customers are worth up to 10 times as much as their first purchase.
7. 48% of customers who had a negative experience told 10 or more people.
8. 64% of customers cited shared values as the primary reason for a strong brand relationship.
9. Customer service shouldn’t just be a department; it should be the entire company.
10. It’s not what you say, but how you make customers feel, that creates lasting relationships.
11. On Twitter, over 80% of customer service related tweets are negative or critical of the brand in question, a large majority of customers expect a reply in less than an hour (unfortunately, most companies are failing to deliver).
12. 78% of customers have bailed on an intended transaction because of a poor experience.
13. It takes 12 positive experiences to make up for one unresolved negative experience.
14. 68% quit because of the attitude of indifference toward the customer by the owner, manager or some employee.
15. 59% would try a new brand or company for a better service experience.
16. 70% of buying experiences are based on how the customer feels they are being treated.
17. People want this level of engagement from the companies with which they do business … even the best of what formerly passed for a good customer service is no longer enough. You have to be no less than a customer concierge, doing everything you can to make every one of your customers feel acknowledged, appreciated, and heard. You have to make them feel special and you need to make people who aren’t your customer wish they were. Social media gives businesses the tools to do that for the first time in a scalable way.
18. Customer’s do not want to hear:
– We’re unable to answer your question. Please call xxx-xxx-xxx to speak to a representative from x team.
– We’re sorry, but we’re experiencing unusually heavy call volumes. You can hold or try back at another time.
19. Employees only ask for the customer’s name 21% of the time. Hint: The person has a name 100% of the time, and they like hearing it.
20. It is commonly believed that dissatisfaction is synonymous with purchase regret while satisfaction is linked to positive ideas such as « it was a good choice » or « I am glad that I bought it. »
21. Customers who engage with companies over social media spend 20% to 40% more money with those companies than other customers.
22. 89% of consumers began doing business with a competitor following a poor customer experience.
23. Customer power has grown, as 73% of firms trust recommendations from friends and family, while only 19% trust direct mail.
24. 50% of consumers give a brand only one week to respond to a question before they stop doing business with them.
25. Ask your customers to be part of the solution, and don’t view them as part of the problem.
26. Friends and colleagues’ endorsements, discussed in real life or through Twitter and Facebook updates, are more likely to drive sales than even a positive user review posted on your site.
27. Always keep in mind the old retail adage: customers remember the service a lot longer than they remember the price.