Are You This Disconnected From Your Customers?
There is a startling statistic that demonstrates the disconnect between businesses and their customers….
80% of businesses feel that they deliver excellent customer service. However, only 8% of their customers agree with them.
This presents a challenge because that 72% difference can break your business. If you, as a business owner or manager, believe that your customers are highly satisfied with your service, what area you doing to validate that belief?
Here’s another statistic that will make you think twice…
70% of the time, the only reason your customers are leaving is because of how someone in your organization treated them. Regardless of price or issues with the product, the reason they are leaving is because they encountered someone who treated them rudely or with a sense of aloofness.
This also shows us that customers are leaving your business and you don’t even know it, or they reason why they are leaving.
Because customers vote with their wallets, they will leave your business for your competition. They will find that supplier of your goods or services that is working to truly engage with them, who really understands that the customer perception drives the business.
Because someone else actually is delivering that service that you thought you were, you are losing money and profits. Over time, you’ll be scratching your head wondering why your business is about to close while your competition is growing their business.
What can you do about it? The answer is simple – focus on serving your customers to the very best of your abilities. Engage with them. Be nice to them. Deliver exactly what they want in as friendly a manner as possible. Simply by being aware of this concept, you will already change your manner the next time you interact with a customer.
Granted it does take some effort and thought as to how to engage and connect with your customers in a way that no one else does. Customer service does pay off, and it pays off directly in profits. When your customer satisfaction levels are high, your customer retention rates increase. Since I gave you statistics that worried you above, here is one that will show you that your efforts pay off….
A 2% annual increase in customer retention rates has the same impact as cutting costs by 10% on your bottom line.
This could mean jobs at your company. Benefits, employee incentives, business expansion, all can can result as the direct result of merely improving the customer service you deliver.
Train your staff. Develop a customer centric culture. Partner with your customers. By doing these things, you will be creating a business that your customers are willing to pay more to do business with and will never leave for your competition.