The initial cost of customer acquisition can be quite high. It takes time, money, and human resources to gain a new customer. In fact, according to Marketing Metrics, businesses are 14x more likely to sell to an existing customer than a new one.
A 5% increase in customer retention can see profits rise anywhere between 25-95%
86% of your customers will pay more, simply for a better customer experience
On average, a single happy customer will tell nine people about their positive experience
On average, a single angry customer will tell 16 people about their bad experience
Given the statistics, why wouldn’t we do everything in our power to keep customers?
Every person at your company that interacts with your prospects and clients makes an impression, whether it is neutral, good or bad. Don’t leave it to chance. This is why I train employees on customer communication strategies that help create a consistently great experience for your customer base.