SRIIA TECHNOLOGIES

SCAN STORE RETRIEVE INDEX INTEGRATE ARCHIVE

Value of the Customer Experience

manonpeak

Customer Experience (Cont)

Depending on the type of business or service you may not even know if or when you lose a customer. Studies show less than 4% of your customers will tell you if they are unhappy so depending on your follow-up process you may never know if you have a customer on the fence.

Here are the statistics on why businesses lose customers:

1% Die

3% Move away

5% Form other relationships

9% Leave for competitive reasons

14% Due to product dissatisfaction

68% Stop buying your product or service because of an attitude or feeling of indifference towards them by one or more persons representing the company.

Data from followupsuccess.com;

This quote goes directly to the discussion on valuing the  customer experience. The point the author was making for this post was on creating a follow-up strategy – and I agree completely with this premise also. However, I suggest that starting from a better, stronger and more effective beginning position has a far greater outcome than what is essentially “damage control”.

Going back to my previous posts on this topic, reference your most honest and raw feedback data you have – support… Support hears everything. Make sure that all written and verbal customer feed-back is evaluated by the decision makers in your office. Support has a very specific role – try to help the customer. They are typically not in the position to negotiate anything such as contracts, pricing, change orders and the like.

Getting that most valuable feed-back in the hands of the decision makers in your office will equip this group to intervene and mediate. You could cut that 68% down by half by simply listening and responding.

Kevin Williams, CDIA+

Principal

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: