Business owners and managers were customers before they ever stepped into their roles as leaders. Their experiences dealing with businesses as customers helps shape the way they lead their company. Also, they can offer concrete evidence as to why it’s important to keep customers happy using researched statistics that support the need for powerful customer service.
Customers hold the future of your business in their hands. You may be able to survive pushing a couple of customers away, but when there’s an 86% chance that upset customers will never come back, you are risking the future of your company by ignoring the need for superb customer service. This statistic should be shared with every employee in the company, as they all play a role in customer service. Acknowledging the importance of excellent customer service must start at the top, in the C Suite, so that others can follow by example. You will experience fewer customer losses with a team approach.
Social media continues to be a success beacon for current and potential customers. Social media allows businesses to have a personality, and customers to form relationships with the company while never stepping foot in the store. Many businesses have realized the power of friendship, such as Tupperware with their party offerings. There is a trust factor. People are more comfortable with people they feel have their best interests at heart, and that carries over to companies as well. It’s important for companies to focus on establishing relationships using social media, rather than attempt to hard sell their fans.
This is a fantastic statistic for customer service orientated companies, as they will enjoy more business because of their efforts. The important part of the stat is: “they believe”. This is the customer’s opinion of the customer service they receive, not the businesses opinion of the customer service they deliver; there is a big difference. You may think that your customer service efforts are top notch, but your customers may have a different opinion, and you could be missing out on 13% in incremental sales.
At NBRI, we recommend using customer service surveys to determine how your current customer service plan is performing. The results may surprise you. Create and execute an action plan based upon your survey results. Then, resurvey periodically to gauge the success of your improvement initiatives. Contact us today to start improving and obtain that extra 13% in sales.