Tuesday, January 11, 2011

Customers Don’t Want Resolutions -- Just Action.

It is the time for New Year’s resolutions. Personally I am not a huge fan.
However, I am a fan of solid reality based goals and actions that match. Customers want companies to deliver and differentiate.

Here are recent statistics that prove customer service will improve your
bottom line. American Express reported that US consumers will spend 9%
more with companies that provide great service. 81% of Americans are
likely to give a company repeat business after a good service experience.
And 51% are likely never to do business with a company again after a
poor experience.

RightNow Technologies research shows that customer service is the most
influential thing a company can do to increase customer advocacy. 55%
of customers recommend a company because of its customer service. And
79% of customers that had a negative experience told others about it. It is
amazing to think what negative experiences and word of mouth can to do
your reputation and business.

The lessons from these statistics - Deliver an incredible service
experience, your customers will return, refer to you and even pay more.
Seems like a great way to start the year.

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