Did you know that it’s 6 to 7 times more costly to try and attract new customers than it is to retain existing ones? That’s according to the White House Office of Consumer Affairs. Getting new customers is vital to long-term success in any business, but keeping those you have satisfied is even more crucial to your bottom line.
Take a quick look at your current marketing budget for the entire company (or a specific department or project initiative). Divide that by the number of new customers you gain from that effort. That’s how much it costs you to get every single new client. It’s usually quite an investment for almost every organization in the world.
Word of mouth is one of the most potent marketing forces you’ll find anywhere yet consumers are twice as likely to share bad experiences than they are good ones, according to the 2012 Global Customer Service Barometer.
That makes customer care and support essential for every business today.
Where Do You Begin Building a Positive Customer Support Network?
Understanding the key elements of positive customer support, knowing the importance of being well trained, responsive and willing to step in and answer questions and concerns as soon as possible should be priorities within your company’s customer support system.
45% of online customers in the U.S. will abandon their transaction if they don’t get a concern or question addressed quickly, according to Forbes. RightNow Customer Experience Impact Report claims that 89% of consumers have stopped doing business with a company after a bad customer service experience.
Put all of these stats together and it spells out the importance of positive customer care and support.
SBS Consulting will help you develop the internal structure and business processes necessary to service your customers before, during, and after the sale has been completed. As more consumers are turning to the Internet to shop for products and services, and as they have become accustomed to LiveChat Customer Reps and automated answering systems, there is an incredible opportunity to step out and separate your organization from the competition.
And it only takes a minor investment to capitalize on this critical aspect of growth and strength.
Following up with customers after a transaction is complete is critical … it’s about establishing a relationship that will last for years. Being responsive to answer questions and concerns as they arise before a transaction is made. Being available whenever the customer is looking for products.
These are the things that matter in today’s environment. Do you really want to lose potential business because clients feel you haven’t made that extra effort?
· Call Center vendor sourcing (domestic and international). This would include:
o Hiring, Staffing, Managing both onsite and virtual systems.
· Call Scripting
· Customer Satisfaction Analysis
· Customer Benchmarking and KPI Metrics Analysis
· Customer Surveys
· Cross-Selling Analysis
· Online 24/7 Customer Support
· Customer Win Back Strategy Development
According to Bain & Co., a customer is 4 times more likely to buy from a competitor if they experience a service related problem as opposed to an issue with price or the product/service itself.
Be the one your competitors lose their customers to. Rely on SBS to get you to the pinnacle of exceptional Customer Care and Support.