The numbers don’t lie when it comes to customer loyalty

When it comes to growing your business, it follows that you must take your customer service seriously.

How you handle your customers and how you treat them when something goes wrong will determine your business success.

How many customers have you lost due to poor customer service?

Or, asked in another way - how many customers have returned (remained loyal) to you due to the way your customer service team dealt with a problem they had?

Research shows that customer loyalty delivers 3 powerful payoffs:

Increased re-purchase, increased spend and increased recommendations

All things as a business leader you spend your working life trying to achieve – right?

The key to the best customer service is to make your customers’ experience of resolving their problems effortless, like riding a bike downhill.

The numbers don’t lie, from 97,000 a customer response survey:

• 96% of customers who had to put a lot of effort into solving their own problem reported disloyalty and said they would not re-purchase
• only 9% of customers who found it easy to resolve their problems reported disloyalty
• ‘low-effort’ businesses outperform others by 31%

In this world of instant social media notification, disloyalty for any business is a dangerous game to play. Do one thing wrong and the whole world knows about!

But in the same vein – do it right and you get re-purchases and positive word of mouth – big drivers of sales revenues and profits for your business.

Remember when you get it right, 91% of customers are likely to use you again.