Complaints should be profitable.
95% of your customers will NOT complain; however, the remaining 5% get MAD or get EVEN.
- Customers that get MAD
- Are 2 times as likely to buy again if they speak up
- Are 6 times as likely to buy again if their problems are solved
- Are 9 times as likely to buy again if their problems are solved quickly and professionally
- Customers that get EVEN
- Are UNHAPPY and will tell 10 to 12 others about it
- If they use Social Media it can reach 150,000+
Be sure your staff is empowered and has the products/services knowledge to change a dissatisfied customer into a happy customer. Remember, you all want customers who will keep buying from your company and sharing with others how great you are!
“Customer Loyalty” is indeed the “CX Affect” you need to strive for.