You probably already do know this, or at least some of this. But then again, I have learned through experience that repetition helps.
So, here are some more important facts you can’t ignore.
- A typical company receive around 65% of its business from existing customers
- 7 out of 10 customers who switch to a competitor do so because of poor service
- Around 90% of unhappy customers will not buy again from a company that disappointed them
So what good things do I have to tell? Look at this :
- Customers who rate you 5 on a scale from 1 to 5 are six times more likely to buy from you again, as to if they ‘only’ gave you a 4
- Dissatisfied customers whose complaints are taken care of, are more likely to remain loyal, and even become advocates, as those that are ‘just’ customers
About the Author
TeleFaction is an international privately owned, Danish company founded in 2002. We deliver Return on Behavior®, a patented concept that helps large organizations drive growth and increase profitability through improved customer loyalty. Our clients believe that the process of becoming customer-centered starts from acknowledging that their performance for service can always get better.
Our team of experts within Customer Experience Management produce surveys, gather and analyze data on your customers’ level of satisfaction at all contact points. These measurements are used to understand the clients´ needs in order for you to create positive customer service that guarantees retention. As a result, you also increase employee engagement, sales efficiency and improve your product and services.
This is because, at TeleFaction, we know that the bottom line of any effective customer service strategy is the maintenance of a constant corporate message that managers, employees, and customers understand and trust.
