it's reasons like this that customer service is SO much more important nowadays than advertising. Spending time and money on satisfying customers ON THE FIRST TRY yields far better returns than just throwing money at advertising because people are more connected than ever and WILL tell their friends about poor experiences.
Yes, the vendor could have a chance to correct the problem but if another vendor doesn't have to put out fires all the time than people will go there instead.
The bottom line is customers are more savvy than ever and in any service industry your business HAS to recognize that and provide what people want or else there WILL be ramifications. Long term ramifications.
The statistic is that if someone has poor experience at a store they're 50% likely to never shop there again. However, if a trusted friend tells them of a bad experience at a store the chance is 80% that they won't go there in the first place. Word of mouth is extremely powerful because of the internet and vendors must make sure they provide the best customer service experience possible on the first try. Putting out customer service fires is pointless if you stop the fires from happening in the first place.
__________________
Everything I put in my tank is fully dependant on me.
|
08-10-2008, 12:32 AM
Hybrid Mode
