The Importance of Listening to your Customers

The importance of listening to the voice of your Customers Delighted The product or service has exceeded expectatio ns and blown the customer away Customer Satisfaction Unexpected extras Basic Needs Performance needs Dissatisfied The customer has failed to have all of their basic needs met Tick Tock... The more time that elapses between request and delivery, the more likely a customer is to slíp from delighted to statisfied and then from satīsfied to dissatisfied Satisfied Everything has been delivered exactly as expected The effect for 96% of unhappy customers don't complain austomers It's about being heard... 68% but 91% will simply leave and never come back C. C. C. C. of consumers stop doing business with a o company due to poor ū customer service of complainers become loyal customers and make additional purchases from the company when they consider their complaint to be properly resolved C. 18% C. The impact on business Beat the Competition 81% of companies with strong capabilities for delivering excellent customer experience are outperforming their competition FFFFFF It is 6-7 times more expensive to f acquire a new customer than it is to keep a current one 60% A has the 2% 10% of people will pay more for a better customer same increase in customer retention effect as decreasing costs by experience [- http://www.peppersandrogersgroup.com/view.aspx?dodd=31376, http://techcrunch.com/2010/10/13/austomer-service-rightnow/, http://www.zunch.com/zunch/files/Zunch_CRM.pdf, http://www.desk.com/customer- service/facts, http://www.huffingtonpost.com/hulya-aksu/austomer-service- the-new-_b_2827889. html, https://www.lin kedin.com/today/post/artide/20130604134550-284615-15-statistics-that- should-change-the-business-world-but-haven-t, http://speakersue.com/2013/07/6-must-know-tactics-to-turn-online-complainers-into- 100% Effective 100PCEFFECTIVE.COM PIKTOCHART.COM Inval-cuetamere/ Piktochart I make information beautiful = •= = •E= •= •= •E= NEW