10 crucial tips you need to learn to keep your customers happy
TRANSCRIPT
to keep your customers happy
Richard Kimber
a yearSource: Retail Gazette
costs businesses
Time
Money
Reputation
with the service you received
interact with them
Research suggests that for every
negative experience we encounter…
it takes
experiencesto redress the balance
On Average it costs
to acquire a new
customer than it does to
keep an existing one.
more
expectations
Don’t confuse this with ‘selling’
People won’t care about
how much you know, until they
know how much you care.
will increase
Sales
Profit
Lower Cost
Destroyed in 140 characters
say about you?
What’s Most Important
to the Business
What’s Most Importantto Customers
Not a SaleKatherine Barchetti
to the complete satisfaction of the customer concerned.
in person or via social media
and how this impacts future business
of customers
Goods or Services from a
company after experiencing
bad serviceSource: Retail Gazette
Your most unhappy
customers are your
greatest source of
learning.
Bill Gates
Customers won’t notice ‘added value’ without the basics
Mostare preventable!
With proper planning
Businesses can…
Pitfallscaused by poor customer service
and creating
1. Plan it
2. Map it
3. Mend it4. Measure it
5. Anticipate it
6. Manage it
What customersFeel
Think
And rememberThe result of the ‘journey’ they went on to
buy what you had to offer
You’ll never have a product or
price advantage again. They can
be easily duplicated, but a strong
customer service culture can’t
be copied.
Jerry Fritz
Don’t make promises you can’t keep
They do expect you to fix things when they go wrong.
Donald Porter
needs to be deliberately designed, rather than left to chance
these words!
the longer they run for, the more they cost!
Like Taximeters
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