After 17 years of being a member at the same gym I decided it was time to move on.
When I called to cancel, the Customer Service operator went above and beyond to retain me as a member. I was offered a month of free personal training sessions, reduced monthly fees and a “bring a friend free” card. The offers continued.
Why did I have to leave for them to tell me how much they loved me?
How often do you make contact with your customers when they are still your customers?
“The probability of selling a service to a new customer is 1 in 16, while the probability of selling a service to a current customer is 1 in 2” 1
According to Business Insights it takes 12 positive customer experiences to negate one bad experience and it costs approximately five times as much to attract a new customer as it costs to keep an old one.
The facts speak for themselves. Designing and implementing a Customer Service Strategy is a crucial investment for all businesses.
Your Small Act is to contact or visit five of your customers within the next two weeks. Ask if there is anything they need or if they have some feedback they would like to share about your product or service.
Real people. Real feedback. Really caring.
1Reference – customer-satisfaction.com.au