The other day I was in a local coffee shop and as I was walking out the door, noticed a newsletter titled Synergetic Energy: Health, Fitness & Dance In San Diego. I picked it up thinking I would find something interesting to read on fitness, but when I got home and looked at it again, a side column heading caught my eye: Why Customer Service Is Number 1. There listed was some statistics:
- A typical dissatisfied customer will tell 6-10 people about the problem. A typical satisfied customer will tell 1-2 people.
- It costs 6 times more to attract a new customer than it does to keep an old one.
- Of those customers who quit, 68% do so because of an attitude of indifference by the company or a specific individual.
- About 7 of 10 complaining customers will do business with you again if you resolve the complaint in their favor.
- If you resolve a complaint on the spot, 95% of customers will do business with you again.
I thought it odd at first to have that featured on the front of a newsletter about health, fitness, and dance. Duh, Maria, customer service applies to all industries!
Source of Statistics: The NACD Leadership Series
Customer service does apply in all industries though too many people fail to remember that! Thanks for the reminder!
Posted by: Steve Harper | April 25, 2006 7:15 AM | Permalink to Comment