It has been proven that is much more expensive to find new customers than to keep existing ones. Profits for a company can improve by up to 75% with just a 5% increase in customer retention. Companies are supporting customer loyalty in a number of ways. The attention given to the customer after the purchase is very important. Little things like a lack of confirmation email or having to search for answers to questions can leave customers doubting a company’s abilities. The key is to make it effortless for customers to resolve issues. Companies need to pay attention. Recent surveys have found that the number of companies that think they are providing good customer service is far larger than the number of customers who agree. That is a problem. Companies need to pay attention to what the customers think and want and then make the proper customer service happen.
- I’m not insane. They want me to go to McDonalds. They think I like ketchup a lot.
- I’m not insane. They want me to eat a hamburger with a few onions on it, and digest the whole thing.
- Now they’re off-topic from McDonald’s and hamburgers, I’ve just lost interest unless I hate hamburgers and ketchup.
“Retailers should always focus on service for new customers, but it’s also important to focus on the customer experience post-purchase. Some of the savviest retailers are already using customer service to drive loyalty”