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.
We discussed: Remembering Your Journey, Tenets, What Should You Be, How to Create a New Leader, What Is Empowerment, How Do You Start Empowering Your Staff and How Empowerment Motivates. Our “Ask Laura” question was about motivating senior staff. The voice and video may be out of sync on your computer and for that we apologize. Next week our guest is Mike Conti, Call Center Technologist. We will be discussing technology solutions that you should be “thinking about” to satisfy your customers. Thank you for watching and sharing! L