Holidays provide a great opportunity for companies not only to sell more to repeat clients but also to acquire new customers. Together with a great opportunity to gain, comes a big chance to lose customers in the holiday season if you offer them bad customer service.
Customer service is almost always the first impression a customer will have with your company, so it is important to handle it the right way and not scare your customers away.
The survey says that 60% of consumers would be “unlikely or very unlikely” to give repeat business to a company that had given them bad service in the past.
And repeat customers that continue to support your brand over time will spend 67% more than new customers. So it is well worth it to give your time and attention to managing the busy customer flow well in the holiday season.
Genuine customer feedback creates opportunities for companies to earn more loyal customers, those who know that they can speak out about their problems and that they will be addressed.
It also helps to:
measure customer satisfaction
improve products and services
show that you value customers’ opinions
create the best customer experience
establish reliable source of information to other consumers
collect data that helps taking business decisions
Most customers ignore survey requests unless they have something very positive or very negative to say. The main reasons for this are that surveys often reach customers at inconvenient time and the customer doesn’t see any real value for themselves in completing the survey. And even if the customer has taken the survey offered, this often results in very generalized responses, which don’t give you as a company much insight about the customer or what their interests and difficulties are.(...)
Did you know that 51 percent of U.S. employees are looking for a new job? Why?
Aren’t they satisfied with their salary? Don’t they like their old laptops? Can’t they bear long traveling to and from office? Or maybe their chief isn’t empathetic enough?
It’s quite a difficult task to find the one who cares only about material values when deciding on a job. The ProvideSupport blog writers have prepared fascinating statistics on this issue. Take the trouble to have a look at it and find out how much chiefs lose per year just because of not being empathetic (reading will take you 3 minutes).
Each time when a young or already experienced specialist decides to apply for a job, they expect to be engaged at work, to love what they do, to have friendly and permanently smiling colleagues (such innocent fools!) and what else? An empathetic boss. Statistics show the great correlation between a chief’s empathy and employee’s productivity, that means between a chief’s empathy and company’s income.
Do you still doubt empathy plays an important role in business? Take a look at what we’ve prepared!