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The Happy Customer Formula

THE HAPPY CUSTOMER FORMULA No two customers are alike, and no business can risk alienating a single customer with bad service. Vision Critical conducted an original, exclusive study to find out how companies can tailor their offerings to keep customers happy-and coming back. CUSTOMERS DEMAND GOOD SERVICE AND THEY WANT IT NOW 72% 42% 72% of Americans have contacted 42% of Americans will stop customer support AT LEAST ONCE shopping with a brand after in the past 12 months TWO BAD SERVICE EXPERIENCES WHEN ASKED WHERE THEY GET GOOD SERVICE RESPONDENTS SAID: They're IMPRESSED with the level of service from: ONLINE-ONLY STORES BANKS & SIT-DOWN GROCERY HOTELS FINANCIAL RESTAURANTS STORES INSTITUTIONS And generally UNIMPRESSED by the service from: FASHION SPORTING TRAVEL TAXI SHARING STORES GOODS AGENCIES COMPANIES ECONOMY STORES SERVICES & PEER-TO - PEER SITES WHEN ASKED WHAT IMPRESSES THEM, RESPONDENTS RANKED THEIR 2TOP FIVE FAVORITE SERVICE OFFERINGS: FREE HOME DELIVERY AND SHIPPING A CUSTOMER LOYALTY PROGRAM A 30-DAY, NO-QUESTION RETURN POLICY 4 EARLY ACCESS T O SALES AND PROMOTIONS A WELL-DESIGNED, EASY-TO -USE WEBSITE EVERY COMPANY WANTS MILLENNIAL CUSTOMERS They're a $600 billion market and they'll give their business to companies that make an effort to know their preferences. How do you do it? TARGET THEM AS INDIVIDUALS OFFER E-PAYMENT OPTIONS 31% 22% 31% place a high importance 22% place a high importance on personalized promotions based on purchase history. on payment alternatives like mobile wallet. KNOW THEIR ENGAGE PREFERENCES WITH THEM 30% 16% 30% value brands that 16% value brands that ask have their transaction for feedback directly from history on file. their customers. To learn more about strategies to engage with customers and make your business more customer-centric, download: KEEPING CUSTOMERS НАРPY KEY STRATEGIES FOR BUSINESS SUCCESS www.VISIONCRITICAL.COM/KEEPING-CUSTOMERS-HAPPY VISIONCRITICAL COLLECTIVE WISDOM STARTS HERE Results from a study of 1,021 U.S. adults in April 2015. ES D.

The Happy Customer Formula

shared by visioncritical on Jul 07
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No two customers are alike, and no business can risk alienating a single customer with bad service. Vision Critical conducted an original, exclusive study to find out how companies can tailor their of...

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