How often do you leave a shop, restaurant, or hang up the phone shaking your head because of a poor experience? That one experience plays a critical role in whether or not you will return to the business or continue using the services they provide. That’s why businesses place such a strong emphasis on customer service, often providing hours of training and creating guidelines for employees to follow when working with customers. While some customers focus on poor experiences and vow to never return, others are so impacted by a positive experience that they couldn’t imagine going anywhere else. While it’s almost guaranteed that you won’t be able to please every customer, the more you can do to create memorable experiences, the stronger your customer base will be and the more they will be singing your praises.
In this article, we’ll share a few figures detailing the importance of customer service and why focusing on your customers can separate you from the competition.
How important is customer service to consumers? It’s all about the numbers:
• 78% of consumers have not made an intended purchase because of a
poor service experience.
• 86% of consumers quit doing business with a company because of a bad customer experience.
• News of bad customer service reaches more than twice as many ears as praise for a good service experience.
• A dissatisfied customer will tell between 9 to 15 people about their negative experience.
• It takes 12 positive experiences to make up for one unresolved, negative experience.
• 55% of consumers would pay more for a better customer experience.
For many consumers, customer service is often the biggest factor when choosing between two businesses. Because so much is at stake, businesses are making customer service a top priority by devoting more resources to educating and training employees. Here are three reasons this increased focus will pay off.
Customers Have a Good Memory
Consumers will undoubtedly remember how you treated them and one mistake could mean losing their business forever. With many customers, you have limited chances to impress, so make sure you and your staff are prepared at all times to make their day and create a memorable experience. While a warm greeting or welcoming handshake may seem simple, it’s the small touches that go a long way. Many businesses offer the same products at similar prices, but customers point to interactions with staff as reasons for choosing or eliminating a business from consideration.
P.S. Customers Talk
Besides advertisements or social media, customers could be your most effective marketer and biggest ally. Both happy and angry customers talk and they are good about sharing their experiences with friends, colleagues and throughout social media channels. Do all you can to keep them in your corner, and in turn they can help create increased brand awareness and drive others to your door.
Listening Leads to Fewer Problems
No matter what you do, there’s a good chance your customers will likely experience some type of problem. It’s how you respond to difficult situations that will make you stand out in their eyes. Show them that you care by listening to their concerns and attempt to offer a resolution. Your customers will appreciate the ability to provide feedback and that you took the time to consider their point of view.
At Paycor, taking care of clients first is our top priority. More than 30,000 organizations trust Paycor’s personalized support and modern, intuitive recruiting, HR and payroll solutions to help manage their most important asset – their people. Earlier this year, Paycor was honored by The Stevie® Awards for the fourth-consecutive year, winning the People’s Choice for Favorite Customer Service. Let's start talking and we’ll be happy to learn more about your organization and how Paycor can provide the support you need.
Sources: The White House Office of Consumer Affairs, Helpscout.net, Provide Support.com, Business 2 Community and Forbes.
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