Research shows a customer is four times more likely to have
a customer experience that encourages them to defect than one that encourages
them to be loyal. This is because poor customers service is only one of three
drivers of loyalty (product quality and brand power are the other two) but poor
service is by far the major driver of defections.
If you want to keep your customers, therefore, you must
eliminate the causes of poor service before you add in incentives for customers
to stay. The best way to eliminate these problems is to make it easy for your
customers to do business with you.
Isn’t that a refreshingly simple focus to
have?
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