If you surveyed your customers or clients, what would they say about your company and the level of customer service it provides? Customer service is a vital part of any business —B2C or B2B — and plays a large role in creating loyal customers. A company that provides great customer service is much more likely to have loyal customers than one that doesn’t. Bad customer experience can be a major hindrance to any type of company, in any industry.
Consider this:
Poor customer service costs U.S. businesses more than $75 billion a year. According to NewVoiceMedia’s Serial Switchers report, U.S. consumers and businesses today will readily switch from one company to another if their needs aren’t met. In fact, 67 percent of respondents indicated that they have become “serial switchers,” meaning that they are more than willing to switch companies — and often do so — because of a single poor customer experience. Main reasons for switching: Not feeling appreciated, not getting answers to questions, rude/unhelpful employees and being passed around to multiple (and unhelpful) people, being presented with an inferior product or service or otherwise not having their needs met.
Once they leave, they won’t be back. All it takes is one bad experience to ruin a relationship with even the most loyal of customers or clients, and it’s not very easy to win them back. According to one study, 91% of unhappy customers will never come back to the companies they left. This is especially true in industries with many competitors.
Even if they don’t leave immediately, you’ll have to work hard to keep them over the long term. Research shows that it takes about one dozen positive experiences to make up for just one unresolved negative experience. It is possible to work things out with an unhappy customer or client, but that initial experience can never truly be erased.
Bad experiences are shared at twice the rate of positive experiences. When someone has a bad experience with a company, they often share it with other people in person, over the phone, on social media or in industry circles. Word gets around. The key is to identify — and change — anything that’s creating a negative experience for your customers.
Operationally inefficient companies often struggle to deliver the level of customer service their business customers/clients demand. In the fast-changing business world of today, using new technologies is no longer a choice but a necessity. Across all industries, customers are more demanding than ever, and companies are looking for new ways to improve the quality of their operations. We’re here to help. Lo-Key Solutions is a digital transformation consulting firm that helps clients ranging from startups to enterprise-level organizations improve the quality of their operations by leveraging digital solutions.
We are specialized solution engineers with proven key solutions to optimize business processes. As natural problem solvers, we identify gaps and deliver solutions that best fit you and your company’s needs – from making informed decisions in your application selection process, to maximizing returns on your application investments, to optimizing productivity and overall company operational performance.
Get in touch and take charge of your customer’s experience by improving the efficiency of your operations.
