Author - Sarah Gemmell
Category - small business, customer service
Posted - 05/24/2011
1 Comments | Add Comment Applying the learnings from "Fastest way to lose customers" to your small business
Category - small business, customer service
Posted - 05/24/2011
1 Comments | Add Comment Applying the learnings from "Fastest way to lose customers" to your small business
I recently came across an infographic about the reasons why customers stop using a product or service. Surprisingly, the main reason was not because of the product or service itself -- that only accounted for 14% of customers leaving. In fact the overwhelming majority (68%) of customers discontinue a service or product because of the treatment they received.
Though the infographic is based on GetSatisfaction's data (collected from mostly online businesses), it's not much of a stretch to apply it to local, small businesses too.
Here are some take-aways from this infographic that you should apply to your business to better retain customers.
Here are some take-aways from this infographic that you should apply to your business to better retain customers.
- Be nice and listen. Overall, treat customers well.
- Don't use an automated service to deal with customer service. Since 68% of customers leave because of customer service treatment, make sure you do it right and do it yourself! (Or hire other real people to do it.)
- Respond to customer inquiries and problems quickly.
- Use a CRM (customer relationship management too), or at least keep a detailed account of your loyal customers to make them feel loved. If they're supporting your business with repeat service, it's in your best interest to remember who they are!
- Engage with customers on social media, but don't self-promote too much. When they mention your product or service, thank them graciously and strike up a conversation.
Comment posted by InstinctIS on 10/26/2011 03:15am
There is also one tool that could get one a free seo analysis for any domain of interest http://domof.com or report back the number of indexed pages and backlinks. Could be also used to spy on one's competitors traffic and make a comparison with own site.
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