Customers have plenty of options for virtually any service or product that they want. At Endiem, we believe that a happy customer is more likely to return and have a smoother experience. Get the competitive edge by keeping your customers happy with our tried and true tactics. Start with our first five tips for keeping your customers happy, then build on it with these five more:
Like any relationship, you first build trust through treating the customer well . Research shows that it takes a whopping 12 positive service experiences to outweigh just one negative experience in your customer’s mind. Striving to keep negative experiences to zero and your positive interactions high will go a long way to having a mutually beneficial relationship with your customer.
We’re all human and mistakes happen. When they do, be quick to take responsibility and offer your sincerest apology. If you skip this step it can have fatal consequences for your client relationship. In fact, 68% of customer churn is attributed to customer feelings of negative treatment. Show your customers that you truly care and appreciate them and even a negative situation can result in a positive overall experience for your customer.
Leave your dating tactics at the door—you should never keep your client guessing as to when you’re going to pick up the phone to call. When your customer has an issue or needs to be contacted, follow through with a response as soon as you can. Twelve percent of customers will give you the pink slip if it takes more than two calls on their end to resolve the issue.
If you get into a dispute with your customer, recognize your responsibility and respond accordingly. No matter your industry great customer service is synonymous with success. Many customers would agree with that—39% will leave if their run-ins with customer service result in a bad experience.
In the end we’re all looking for a little appreciation, right? Be kind, say “thank you,” and always abide by the golden rule: Treat your customers the way that you would want to be treated. Viewing your customers as real people will pay off in the long run for your business. Did you know that 3 out of 4 people say they’ve spent a longer period of time with a company because of positive experiences? A little “thank you” goes a really long way!
Ready to start building strong customer relationships that really shine? Endiem is ready to go on that journey with you. Contact us today to get started.