The other day I was watching a re-run of the show The Middle.
If you’ve ever seen that show you know their youngest child Brick seems to be listened to the least.
The parents are so busy doing other things that they “forget” he’s there at times.
Of course they love him and care about him but sometimes he feels they don’t.
So what does this have to do with your business?
You see your customers can never feel like you don’t care about them.
Think about it. They are an important part of your business. Without customers your company large or small wouldn’t exist.
It’s true that you can’t please everyone all the time. There will be customers that no matter what you say or do it will never be enough.
What about customers in general? What is it they are looking for?
Take a look at this infographic:
Source: Why do Companies with Great Customer Service Succeed?
How Quickly Do Customers Expect A Company To Respond
It’s interesting that [envoke_twitter_link]50% of consumers give a brand 1 week to respond to a question before they stop doing business with them.[/envoke_twitter_link]
What if you had someone build you a website. They told you it would be fully functional when they were done and you could then go in and make any needed adjustments.
The website is setup but it’s not working correctly. What do you do? You contact the designer to let them know there are issues. One day goes by, two days and a week later you still don’t have any answers.
Finally you find them via a Facebook group and “nicely” mention your issue. They seem annoyed that you mentioned an issue, work on the problem but still you have a lingering question that they never respond to.
How confident are you in recommending that designer or using them again for that matter?
That brings us to the point…
Where Do Consumers Go To Complain?
Remember the scenario above? [envoke_twitter_link] After poor customer service 26% of consumers post a negative comment on social networking sites like Facebook or Twitter[/envoke_twitter_link].
It’s interesting that [envoke_twitter_link]79% of those that complained about poor customer service had their complaints ignored.[/envoke_twitter_link]
It’s sad to see that [envoke_twitter_link]21% of those that made a complaint never received an answer.[/envoke_twitter_link]
All is not lost because their are companies out there that do respond. As a matter of fact 51% of those that did get a response had a positive reaction to the brand they were complaining to.
[envoke_twitter_link]If you want to build business relationships that last you must respond to your customers![/envoke_twitter_link]
What Are the Consequences Businesses Face?
If a company (large or small) doesn’t handle their customers correctly what happens?
In the U.S. it can cost companies $338 Billion!
You need to know what your customer acquisition cost is. In other words how much does it cost you to get a customer?
Here’s the interesting thing.
People might love what you do and your customer service but never give you a testimonial. On the other hand people are twice as likely to talk about bad customer service.
What Will Customers Do?
People want to feel confident that they are spending their hard earned dollars wisely. That being the case 70% of consumers spend an average of 13% ( in the U.S.) more with companies that provide excellent customer service.
What Does Good Customer Service Look Like?
[envoke_twitter_link]When it comes to customers service 54% said they’d like companies to better engage with consumers.[/envoke_twitter_link]
[envoke_twitter_link]52% want companies to make it easy to as questions before making a purchase.[/envoke_twitter_link]
This statistic is really important and should have you looking at your website: 36% wanted improved search functionality and overall website usability.
[envoke_twitter_link]Your website is part of your customer experience.[/envoke_twitter_link]
There are a number of other statistics from this infographic but the overall information you can glean is to make sure you have the best customer service you can.
Give customers the type of service you look for in companies.
[envoke_twitter_link]When you provide a great customer service experience you will having customers knocking down your door to do business with you![/envoke_twitter_link] These customers will be your raving fans.
What systems do you have in place to provide great customer service?
Leave your thoughts and comments below.
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Be Savvy and Successful!
Toni Nelson – Marketing Brand Strategist, Award winning Videographer/Photographer
P.S. Want to find out how to grow you brand authority and and customers loving your business? It starts by downloading this free guide: How To Grow Brand Authority