Know what frustrates and delights your customers?
Consider these statistics:
Businesses are overly optimistic about the quality of their customer experience.
80% of business leaders think their firms deliver a “superior” experience, yet when surveyed, only 8% of their customers feel the same way.
Your front-line makes or breaks the customer experience.
77% of customers who stop patronizing a business due to service issues cite employee attitude as the primary problem.
Dissatisfied customers don’t complain. They just leave.
For every annoyed customer who complains, 26 do not – even though they’re dissatisfied. On average, dissatisfied customers will tell nearly 10 other people about their experience.
Cultivating customer loyalty goes well beyond satisfying customers.
Customers who say they’re satisfied still defect in large numbers. Turning customers into loyal advocates requires more than just satisfying them. It’s about impressing them by nailing the basics, delivering pleasant surprises, and creating an emotional tie that bonds them to your business.
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