Customers are the reason why your business exists. Customer Loyalty is what you should be focusing on, and according to Carolyn Edgecomb of Impact BND, 48% of customers who’ve had a negative experience told at least 10 more people.
Since it costs as much as 5 times to attract new customers compared to keeping an existing one, it’s imperative that you work to keep your customers in and make them happy.
Just “being cheerful and happy” won’t do. It now requires your support team to have a well-balanced mix of soft and hard skills to get this going.
The good news is that you don’t need massive budgets or a 3-year plan to do that.
All you need is little things that make a huge impact. Here are some of those tips:
Fight it out to solve problems
According to Forrester Research, about 37% of brands stacked up good feedback while a whopping 64% of them rated low. Another survey from RightNow indicates that as many as 89% of customers switched to competition following a poor customer service incident. Also, over 60% don’t mind paying more for a better customer service experience.
The numbers are out there. The need of the hour is superior customer support. You’d do well to fight it out until you solve customer problems:
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