How many times have you heard “we don’t have to make commitments to speak with our customers anymore, we just text, email, or send them a DM on their Twitter account!”
Really? Is that the best way a vibrant growing business, association, or non-profit communicates with their customers now? How many of our customers are still wanting to live in the “good old days” when you contacted a company you got a real person, or when you entered your favorite store someone greeted and asked to help you? I am seeing more and more complaints and it has nothing to do with the age or stage!
People are wanting that special touch, along with being in touch on all forms of Social Media too! How can we provide both? Here are some startling facts that we need to know in order to plan our business strategy and remember that “without a customer we don’t have a business!” Some of these might surprise you!
Did you know:
- It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. White House Office of Consumer Affairs
- For every customer who bothers to complain, 26 other customers remain silent. White House Office of Consumer Affairs
- According to consumers, customer service agents failed to answer their questions 50% of the time. Harris Interactive
- 80% of Americans agree that smaller companies place a greater emphasis on customer service than large businesses. American Express
- In the last year, 67% of customers have hung up the phone out of frustration because they could not talk to a real person. American Express
- 70% of buying experiences are based on how the customer feels they are being treated. McKensey
- Almost 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience. Harris Interactive
- On average, loyal customers are worth up to 10 times as much as their first purchase. White House Office of Consumer Affairs
- 59% of 25-34 year-olds share poor customer experiences online. New Voice Media
- Failing to respond to a customer either by phone or social media is perhaps the absolute worst thing you could do – New Voice Media
The current data supports that our customers of today want to be valued, and appreciated and will even pay higher fees to receive the best experience possible! How you do that depends on the customer.
I love Social Media and the valuable contacts, fans, customers, and friends that I connect with; but I know Social Media cannot replace what I still love more which is: hearing their voices, seeing their faces, and enjoying quality time with them to be able to serve them in the best possible way that they so richly deserve!
Getting to know our customers is so important! Can Social Media do that for us? Lots of times it can get us on their radars, but we still have to take the time to reach and contact them one on one either by phone, in person, Skype, FaceTime or Google Hangout. They need to know we are “real people” interested in them first-not just in what they can do for our businesses!
The main part of creating that great customer experience is to make sure we follow-up and do what we promise and commit to them, or else they will go somewhere else!
Hope you have a wonderful Fall season and the rest of this great year! Finish strong and keep in mind that giving the best customer experience is the way to having more referrals that you don’t even have to ask or market for!