If you don’t think handling your customers like fine china is critical to the success of your business….think again.
Here are a few metrics to help you drive home the point. Maybe you should put this on the agenda for this week’s team meeting!
Facts About Customer Experiences And Referrals
- 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back.—1st Financial Training Services
- A dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people. —White House Office of Consumer Affairs
- Happy customers who get their issue resolved tell about 4-6 people about their experience. —White House Office of Consumer Affairs
- 70% of buying experiences are based on how the customer feels they are being treated. —McKinsey
- 55% of customers would pay extra to guarantee better service. —Defaqto Research
- Price is not the main reason for customer churn, it is actually due to the overall poor quality of customer service. —Accenture Global Customer Satisfaction Report
- 94% of customers do not want to be transferred to another representative more than once. —Mobius Poll
- Customers who rate you 5 on a scale from 1 to 5 are six times more likely to buy from you again. —TeleFaction Data Research
- It takes 12 positive experiences to make up for one unresolved negative experience. —“Understanding Customers” by Ruby Newell-Legner
As always, have a great week:
Henry
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