I have been researching customer service lately and have found some interesting statistics from a number of different sources. The main thing that came through in virtually all the sites I researched was: Only a small, small percentage of customers who are dissatisfied actually register a complaint with the company. The rest of them don’t come back.
Here are some “Customer Service Facts, Quotes & Statistics” from Help Scout.
On average, loyal customers are worth up to 10 times as much as their first purchase. Take a look at the average first purchase of your customers and multiply that by 10.
Probability of selling a new prospect is 5-20% while the probability of selling to an existing customer is 60 -70%
Engaging and connecting with first time visitors is much more likely to bring them back to buy from you again.
For every customer who bothers to complain, 26 other customers remain silent. Create an easy process for customers to give you feedback. Pay attention to the feedback and use the information for staff training.
Any business with customers Is in the “people” business.
We tend to define our businesses by the products or services we sell. Though the most important thing to remember is that we are in the business of providing good experiences for customers, no matter what the product.
“Although your customers won’t love you if you give bad service, your competitors will.” Kate Zabriskie
I doubt that your main reason for being in business is to make life easier for your competitors, though if you are not focusing on customer service that’s exactly what’s happening.
80% of companies say they deliver “superior” customer service. 8% of people think these same companies deliver “superior” customer service.
In other words: Don’t believe everything you think. Follow up your opinions with real data, asking your customers in person, through surveys, or over the phone how they feel about your company.
There will be more customer service insights in next week’s blog
A tip of the glass from me to you
E Column
by Elizabeth “E” Slater, In Short Direct Marketing
A recognized expert in the fields of direct marketing and sales in the wine marketplace. Slater has taught more wineries and winery associations how to create and improve the effectiveness of their direct marketing programs and to make the most of each customer’s potential than anyone in the wine industry today.
Follow E on twitter @esavant and facebook.
