Keep Customers Happy or Pay the Price
Providing good customer service in competitive times like these is not just a good way for design industry partners to do business. It’s the only way.
One reason why: unhappy customers in general — and designers in particular — don’t keep secrets.
The Strategic Planning Institute reports that:
+ The average upset customer tells nine people about it. One in five will tell more than 20.
Congo movie full + The average business never hears from 96% of its unhappy customers. But 90% of them won’t buy from them again.
+ For every complaint, the average firm has 26 customers with problems.
+ Of customers with a complaint, 70% will do business with you again if you resolve the problem — and 95% will if you do so quickly.
You’re better off keeping your current clients happy, than chasing after new ones.
The long term value of each client is more than 100 times the value of a single transaction. And, it costs five times as much to attract a new customer than it does to retain an existing one.
