As consumers, most of us have plenty of options and businesses to choose from and we will go where we feel we get that combination of excellent quality combined with customer service. This also means we are fairly intolerant of poor customer service. As business owners then, we need to be stepping up our customer service to make sure we foster loyalty that will not only keep our current customers, but will attract others!
An infographic put out by Drumbi (a customer service company), shared statistics from a recent American Express survey that suggests that many companies are simply not listening to the customer feedback being generated.
How sad is that? They could have left angry and never said a word, but they made the effort to reach out to the businesses they frequented and they were ignored!
With almost 90% of consumers moving on to competitors after a bad customer service experience and about half of consumers giving companies only one week to respond to their questions before they choose to leave, now is the time to not only know what is being said online about your company, but also to be responding to your customers.
I was working up an initial evaluation of a company new to managing their online reputation and what stood out as I read through their many various #reviews was the number of times their customers posted questions they hoped would be answered by the company and the number of people who said something to the effect of "I'm posting this in hopes someone from (company XXX) will read this."
It left me wondering how many of those same people continued on with that company and how many gave up and tried one of the competitors.
We have a great tool in online review websites, IF we pay attention and IF we connect with our customers. Will you?
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