Do Happy Customers Buy More?

Nurturing relationships with your customers is a crucial part of growing a successful business. In this age of automation and innovation, caring for your customers has never been more important.

At any moment, an unhappy customer can share their opinion with the masses through social media and the web and negatively affect your business. That’s why it’s even more important than ever to create an excellent experience for your customers to help develop your company’s relationship with them into love.

Walt Disney said it best, “Do what you do so well that they will want to see it again and bring their friends.” Creating love between your company and your customers can help scale positive word of mouth that’s absolutely priceless.

Creating a customer-focused culture of this nature is a business opportunity that should not be overlooked. Most businesses are failing when it comes to the customer experience, which is your opportunity to swoop in and enchant those same customers into falling for your company.

The data speaks for itself:

Only 37% of brands received good or excellent customer experience index scores in 2012. Whereas, 64% of brands got a rating of “OK,” “poor,” or “very poor” from their customers. Source: Forrester Research
As many as 89% of consumers began doing business with a competitor following a poor customer experience. Source: RightNow
Up to 60% of consumers will pay more for a better customer experience. Source: Desk
Average annual value of each customer relationship lost to a competitor or abandoned – $289. Source: Genesys Report

On average, loyal customers are worth up to 10 times as much as their first purchase.

5-20%
Probability of selling to a new prospect

60-70%
Probability of selling to an existing customer

Any business with customers is in the "people" business. Losing even a single customer can be very costly. It’s critical for companies to turn a complaint into a positive for the customer and to help the company to continue moving forward.

Although your customers won’t love you if you give bad service, your competitors will.”

80% of companies make the claim that they deliver "superior" customer service.  However only 8% of people
think these same companies deliver "superior" customer service. Decide what data is critical to measuring customer satisfaction. Don’t just go with your gut; prove that you provide great service with known metric points. Also, don’t hesitate to survey customers for feedback and measure success that way.

People want this level of engagement from the companies with which they do business ... even the best of what formerly passed for good customer service is no longer enough. You have to be no less than a customer concierge, doing everything you can to make every one of your customers feel acknowledged, appreciated, and heard. You have to make them feel special, just like when your great-grandmother walked into Butcher Bob’s shop or bought her new hat, and you need to make people who aren’t your customers wish they were. Social media gives businesses the tools to do that for the first time in a scalable way.”

Employees only ask for the customer’s name 21% of the time. Your Customers has a name 100% of the time, and they like hearing you use it.

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com