It has become increasingly important to know you customer’s expectations and understand how unhappy customers can damage your business. A quote from well-known customer service and customer experience advocate, Bill Quiseng, encourages organizations to “work as hard to keep a customer as you do to find a new one.”
For every customer who takes the time to complain, 26 others remain silent. An unhappy customer will tell 8 to 16 people about their experience, and 91% of them will never purchase from you again. Every one of your customers has a circle of influence of 250 potential customers who’ve now heard bad things about you.
It is six to seven times more expensive to attract a new customer as it is to keep an old one and given these figures, companies that don’t make customer care a priority could be losing thousands of dollars.
Even worse, once a customer leaves, they may never come back, and if they do, they will be far less loyal.
Here are 6 simple tips to ensure that your customers remain happy and will keep coming back:
1. Say Thank You. Often overlooked, this is the simplest possible way to keep your customers happy. A customer that feels appreciated is more likely to bring you repeat business and refer you to a friend. Imagine how much more valued you’d feel if you received a personalized thank you card or a coupon in gratitude for your business.
2. Respond Promptly. People simply don’t like to wait. Today’s world of Tweets and Snaps are evidence of this. If a customer has to wait days to have questions answered by you, they will likely take their business somewhere else. If you can’t find the time to respond promptly, consider delegating this task to an employee or outsourcing.
3. Know When to Apologize. Take accountability for your mistakes and those of your employees. 35% of dissatisfied customers would not go to the competitors if they received apologies. Being sincere and genuinely will undoubtedly help you to retain more clients.
4. Give a Little Extra. An unexpected gift after purchase, or going the extra mile for your customers will make them feel appreciated and will even generate some referrals. A small step that doesn’t have to cost you.
5. Personalize Your Service. Call your customers by their names and ask them how their day is going. Personalize your emails to let your customers know that you care about them. It will make them feel even more important and appreciated and are much more likely to show you loyalty.
6. Engage Through Social Media. Socializing with your customers can build retention. As you build your Facebook fans and Twitter followers, stay engaged with them and as you identify those customers (followers) who are the most loyal, send them a thank you as described in tip #1. You always want to take care of your social media savvy customers, as they can either be your most powerful advocates or your biggest PR nightmares.
Without customers, you don’t have a business. Customer service should, therefore, be high on your list of priorities. Treating each of your clients with genuine respect and gratitude is sure to merit your customer’s loyalty.
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