Do you know if your customers are happy? If not, you should.
It’s imperative that you fulfill your customers pillars of delight. Otherwise, you might lose customers to your competitors.
48% of customers who had a negative experience told 10 or more people.
Unfortunately, more of your customers are likely to talk about your poor customer service or a bad experience compared to those individuals that love your company.
Your customers are your biggest assets. Don’t give them a reason to leave. Customer loyalty should be your ultimate goal, but it cannot be accomplished if they aren’t happy.
Here’s little tidbits and pieces of advice to ensure that you’re keeping your customers happy and giving them a reason to be a promoter of your company.
32 Pieces of Advice to Keep Your Customers Happy
2. 47% of customers recommend the products they love to friends, 88% of customers recommend the brands they dislike to frenemies. Tweet this Stat!
4. Loyalty is when people are willing to turn down a better product or price to continue doing business with you. – Simon Sinek Tweet this Quote!
5. It’s Everyone’s job to delight customers. - Mark Kilens Tweet this Quote!
7. 48% of customers who had a negative experience told 10 or more others. (Source: Harvard Business Review) Tweet this Stat!
8. 64% of customers cited shared values as the primary reason for a strong brand relationship. (Source: Corporate Executive Board) Tweet this Stat!
9. Customer service shouldn’t just be a department, it should be the entire company. – Tony Hsieh , CEO of Zappos Tweet this Quote!
10. It’s not what you say, but how you make customers feel, that creates lasting relationships. – Mark Kilens Tweet this Quote!
11. On Twitter, over 80% of customer service related tweets are negative or critical of the brand in question, a large majority of customers expect a reply in less than an hour (unfortunately, most companies are failing to deliver). (Source: Touch) Tweet this Stat!
13. It takes 12 positive experiences to make up for one unresolved negative experience. (Source: Ruby Newell-Legner, “Understanding Customers“) Tweet this Stat!
14. 68% quit because of the attitude of indifference toward the customer by the owner, manager or some employee. (Source: Michael LeBoeuf, “How to Win Customers and Keep them for Life“) Tweet this Stat!
16. 3 in 5 Americans (59%) would try a new brand or company for a better service experience. (Source: American Express) Tweet this Stat!
18. People want this level of engagement from the companies with which they do business … even the best of what formerly passed for a good customer service is no longer enough. You have to be no less than a customer concierge, doing everything you can to make every one of your customers feel acknowledged, appreciated, and heard. You have to make them feel special, just like when your great-grandmother walked into Butcher Bob’s shop or bought her new hat, and you need to make people who aren’t your customers wish they were. Social media gives businesses the tools to do that for the first time in a scalable way. (Source: Gary Vaynerchuk, “The Thank You Economy“)
19. Customer’s do not want to hear (Source: American Express):
- We’re unable to answer your question. Please call xxx-xxx-xxx to speak to a representative from x team.
- We’re sorry, but we’re experiencing unusually heavy call volumes. You can hold or try back at another time.
20. Employees only ask for the customer’s name 21% of the time. Hint: The person has a name 100% of the time, and they like hearing it. (Source: ContactPoint) Tweet this Stat!
21. It is commonly believed that dissatisfaction is synonymous with purchase regret while satisfaction is linked to positive ideas such as “it was a good choice” or “I am glad that I bought it.” (Source: Qualtrics) Tweet this Quote!
26. US consumers prefer to resolve their customers service issues using (Source: American Express):
- Telephone (90%)
- Face to face (75%)
- Company website or email (67%)
- Online chat (47%)
- Text message (22%)
- Social networking site (22%)
28. Top two reasons for customer loss (Source: RightNow):
- Customers feel poorly treated
- Failure to solve a problem in a timely manner
29. Ask your customers to be part of the solution, and don’t view them as part of the problem. – Alan Weiss Tweet this Quote!
30. Friends and colleagues’ endorsements, discussed in real life or through Twitter and Facebook updates, are more likely to drive sales than even a positive user review posted on a site like Yelp or Amazon (but those matter, too). – Jason Mittelstaedt Tweet this Quote!
31. Always keep in mind the old retail adage: customers remember the service a lot longer than they remember the price. – Lauren Freedman Tweet this Quote!
32. Whatever you are, be a good one. – Abraham Lincoln Tweet this Quote!