As many of you know, I am not a big fan of online stores initiating online chat sessions, but I thought I would pass along bits and pieces of an interesting article I read on the subject. The full article can be read at Internet Retailer’s website. Here are some of the interesting facts of the study conducted in January 2010:
Winning customers for life. As an online retail business owner, the one thing I long to hear is the “I’ll be back again” statement customers make after purchasing from my online store. And then seeing them make follow up sales? That is when you know you are are doing something right.
Everyone knows that increasing customer loyalty pays off with repeated sales. Working on methods to increase customer loyalty will increase your revenue and profits, but it can also lower costs. One of the best ways to increase customer loyalty is to be consistent when delivering best of class customer service and fast delivery.
The following 4 points have been proven over and over again in research studies and tests
At some point, even the savviest entrepreneur (with top notch customer service) must face The Difficult Customer. It’s inevitable and never an easy situation to deal with, but there are ways to make it go smoothly. Knowing what those ways are and how to use them only serves to benefit your business.
Depending on which stats you find, anywhere from 90-96% of disgruntled consumers will simply take their business elsewhere without ever telling you what was wrong. That’s a lot of lost business. Additionally, more consumers will tell others about a bad experience than they will about a good one…a double whammy!
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