"In This 17 Minute Video You'll Discover Exactly How to Create Happy Customers Who Come Back Time and Time Again and Enthusiastically Tell Others About You!"
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The Harvard Business Review reports that if you can prevent 5% of your customers from leaving, you can increase your bottom line profit by 25–95%.
A US News and World Report study found that the average American business loses 15% of its customer base each year:
- 68% of customers who stop buying from one business and go to another do so because of poor or indifferent service.
- 14% leave because of an unsatisfactorily resolved dispute or complaint.
- We have meetings about customer service once in a while and tell everyone they should give good customer service.
- 9% leave because of price.
- 5% go elsewhere based on a recommendation.
- % die.
So 82% go somewhere else because of a customer service issue!
With the Harvard Business Review reporting that you can increase your bottom line profit by 25–95% if you can prevent 5% of your customers from leaving, and US News and World Report reporting that 82% of customers leave one business and go to another because of a customer service issue, if you are serious about staying in business, you had better be serious about customer service.
What’s sad for you and me, is that most of those customers who leave don’t bother to complain. They just leave and don’t come back. Then you’re stuck spending a bunch of time, money, and resources trying to get new customers when with some consistent and persistent messages and training to both your team members and customers, they would never have left in the first place.
It’s been shown time and time again that getting new customers is one of the most expensive things you can do to grow your business. Once we get a new customer, we simply can’t afford to lose them.
But this is great news for you! Every business category is seeing more and more competition every year. Just about every category has a version of national chain competition, competition from discount franchises, price competition, and competition from the internet, all making it harder and harder for you to thrive. But the great news is that in this most important area, the reason most customers leave one business and go to another, you can not only beat the competition
– you can crush them.
At our American Retail Supply 35th Anniversary customer Appreciation Conference and EXPO, one of the speakers asked all 800 people in attendance if they had a unique product that people couldn’t get anywhere else. In the entire room, only two hands went up, and I’m betting their competitors think there is a substitute product.
Almost no one has unique products or services that people can’t get elsewhere, so we need to give them a reason to do business with us rather than someone else. The one area you can do that with the biggest return for your effort and money is with Make-You-Happy Customer Service.
I’m not talking about customer service in a box. This isn’t about the canned, ‘Thanks for shopping at Mega-Mart, have a nice day’ kind of customer service. We’re talking about Make-You-Happy Customer Service in which, even if you mess up, the customer is going to come back because they like and believe in you and your staff! We’re talking about the kind of customer service in which customers are not just satisfied, but loyal. Customer service in which customers not only come back time and time again, but enthusiastically tell others about you.