insiderblmWhy aren’t you focusing all of your resources on keeping clients once you’ve acquired them as a business owner?
It’s worth mentioning that loyal clients spend 67 percent more than newcomers, and acquiring new regulars might cost up to seven times more than keeping old ones.
Here’s why, after receiving poor service, 82 percent of customers will avoid a business indefinitely…
Time spent on hold
Almost 60% of all callers believe waiting on hold to be the most inconvenient aspect of the service experience.
When I called my phone company to enquire about my bill, I had to wait 10 minutes to talk with someone. I hung up due to my irritation with the elevator music and the multiple possibilities for connecting.
When I called another company, I was told that if I gave a phone number, they would call me back in less than 10 minutes. Someone thought my time was worth something.
Option for self-serve
Prior to calling my phone provider, I went to the website’s self-service option and found myself clicking, searching, and wondering why it was so difficult. I opted to utilize one of those lengthy programs supposed to imitate communication with real-life consumers when the FAQs didn’t answer my question and the prompts weren’t very helpful.
Chatbots
This automation was made to respond to the most frequently asked queries in a timely manner. It is cost-effective, but they frequently fail due to a lack of empathy and an inability to respond to a customer’s frustration.
They are only programmed to help with specific problems, I learned. It didn’t solve my problem or connect me to a live agent, so I had to phone assistance.
This isn’t my office.
When I eventually reached a customer service representative, I explained why I was calling. “That’s not my department,” says the speaker.
Only 8% of customers agree with 80 percent of firms that they deliver exceptional customer service.
Good service is the most effective technique to ensure that your customers return back.
