You’ve heard it thousands of times: “The customer is always right.” Guess what? Even though it is cliché, it’s true. I understand that there are some customers out there that act completely insane, but that’s part of life when you work in a consumer-facing industry.
This infographic from Quick Sprout sums up why it pays off to always put the customer first. Below are two statistics that stand out – and what you can do with this knowledge!
“On Twitter over 80% of customer service related tweets are negative.”
When people are angry, they want to vent. I sure most would agree that everyone has lashed out at a company at one point in time. I’m guilty; I once wrote a nasty review to Command™ after a picture frame I hung with their product fell from the wall and broke. They responded within two hours, which is relatively quick, apologized, and offered a coupon. Their quick response calmed me and I decided against asking for a full refund.
That quick reply and apology not only saved them six dollars for a refunded product, it saved a customer! Six dollars may not sound like a lot, but it quickly adds up if you appease 10 customers a day. What can we learn? Don’t turn a blind eye to negative comments because, as Quick Sprout reports, it’s six times more expensive to acquire a new customer than to keep a current one happy, so having a social media strategy does pay off!
“Emotionally engaged customers are 300% more likely to become a repeat customer.”
If this statistic doesn’t change the way you look at your customer relations, I’m not sure what will. Getting customers emotionally involved is easier than it seems and should be at the forefront of all of your business’s planning.
Don’t treat your customers like they are just another transaction because that is what they will end up being, just one transaction. To keep customers coming back converse with them and get their opinions on your products and service to see what they liked and didn’t like. This will not only help your business in the long run, but it makes the customer feel like they are a part of the company, which will only make their loyalty stronger.
If you’re thinking, “I always send my customers a satisfaction survey, isn’t that enough?” it’s not. Did you take action after you read that survey? If your answer is no, then you are simply wasting your and your customers’ time. Listen to what people are saying and let them know how you are going to implement their ideas. Give them a coupon and thank them for taking the time to help improve your business.
While were on the topic of coupons… who doesn’t like to save money? Reward your loyal customers on their birthdays or out of the blue by giving them discounts just to say thank you. Holding giveaways can get people talking about your brand. There are countless ways to give back to your customers; just pick the best ones for your business! Hint: Facebook is a great place to give a coupon!
At the end of the day, everyone should remember that their customers make their business thrive and stay alive. If you don’t work to keep them happy, they won’t come back, leaving your brand without loyalty. Listen to what your customers say, thank them, reward them and simply interact with them to keep them coming back, both online and offline.
About the Author
PCG Digital Marketing is an award winning digital agency headquartered in Eatontown, NJ. We help our clients get found online through innovative search, social and online advertising campaigns.