We’ve all heard the quote: it takes five times as much money to acquire a customer as it does to retain one. For some industries, acquisition is key, but there are many industries that can thrive on repeat custom. So, keeping customers happy matters. That’s probably why 96% of companies agree that customer service is a big concern for them. But how does excellent customer service help retain customers?
Why Does Retaining Customers Matter?
What is customer retention?
Customer Loyalty & Spending
Positive Word-of-Mouth
How Can Excellent Customer Service Help Retain Customers?
Enhancing Customer Experience
Many businesses make the mistake of seeing customer service as an afterthought. After all, you’ve already gotten the sale from the customer, right? Well, not quite. Customer care is part of the entire experience, and your customers won’t differentiate between pre- or post-sale interactions.
By investing in customer service, you’re showing your customers that you care about their experience every step of the way. In fact, our own research found that 80% of consumers believe poor delivery of customer service reveals a brand’s general lack of care towards its customers…Read More