PlusOne – Marketing Musings

It is something we are told all the time, but few businesses really get down to the core of the problem. The answer is summed up nicely in this post Why Customers Leave over at Marketing Journal.

The graphs speak for themselves. Look at this one:

Clearly it shows a staggering 74% of people leave your business, because of a customer service issue. Now look at the purple bar underneath – so business cares about customer service?

Now look at price and the impression that customer’s needs have changed. What this clearly demonstrates in that the businesses surveyed tended to place the reasons firmly at the feet of the customer (i.e. something outside the business’s control).

But the graph shows differently.

Now look at this graph:

Quite simply and clearly it shows that it is how staff relate to customers, meet their needs, deliver the goods, follow-up etc that makes the difference.

Now these are not hard issues to address – but as the first graph illustrated, most companies, medium and small businesses don’t recognise it as an issue.

Can you ignore the opportunities that providing excellent customer service can deliver?

PlusOne offers customer service training. We can tailor a workshop to meet your needs.

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