Customers are the most important people in any business. They are not dependent on us, we are dependent on them. They are not an interruption of your work, they are the purpose of it. Your aim is to bring them back time and time again, and surveys show that the rewarded customer does come back. Look at these statistics showing why customers go elsewhere.
A survey has indicated that the reasons customers quit a business were:
§ 3% move away
§ 5% develop other friendships
§ 9% go to a competitor
§ 14% are dissatisfied with the product or price
§ 68% quit because of the indifference of the owner/management/employee. This means that nearly seven out of 10 customers decided to shop elsewhere because they felt nobody cared about them or their custom.
Some key statistics relative to customers:
§ A typical dissatisfied customer will tell eight to 10 people while a typical satisfied customer will tell five people.
§ It takes 12 positive service incidents to make up for one negative.
§ The average business spends six times more to attract new customers than it does to keep existing ones, yet customer loyalty is in most cases worth 10 times the value of a single purchase.
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