Customer Service: The Most Important Customer Retention Tool

Are you aware of how the marketing of your business can benefit in the long run from your mistakes in the past? Educating yourself from these past mistakes may provide you with precious marketing tools for the future. It is always our endeavor to ensure the best of services to our clients and we may believe we are doing so. But the fact remains that it is impossible to guarantee satisfaction to all our clients.

If your merchandise and services are superior and you get along well with people, you are probably satisfying the majority of your clientele. Nevertheless, no matter how hard one tries, one can never achieve a 100% success rate. What is crucial is gaining an understanding of why some consumers have abandoned your company. It is necessary to learn how your marketing or customer service functions alienated these people and then correct any past errors if you don't want to have similar experiences down the road.

One of the biggest problems you will find is that studies have demonstrated up to 95% of your clients who have a bad experience with your business will never directly complain to you. You might think it's not a bad thing that you don't have to deal with those complaints. The problem is they just leave and never come back! Even worse, even though they didn't complain to you, they will be more than happy to tell everyone who mentions your business about their bad experience.

It is usually a case in small Businesses that you will have around 25 people that are not satisfied with you in some form or other and also these people don't complain to you. it is almost same as loosing 25 times the number of customers who complain about the services provided by you. almost 90% of that people would have continued to buy from you if their complaint would have been solved in time.

You should know that setting up a system to monitor customer feedback about your business is one of most important things you will ever do. The great thing is that it's not really that difficult. You must have a system that keeps track of your customers and how often they buy from you. It's also essential that you have their contact information. Once you have that foundation, you can develop a system to actively ask for feedback from your customers about their experiences with your business. Obviously, putting this all together requires working out all the details, but the overall approach is that simple. Too bad most business owners never bothered to take the time.