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As a business owner you use all your resources on acquiring clients, so why aren’t your focused on holding onto them?
It’s worth noting that 95% of loyal customers spend 67% more than first-timers and it costs up to 7 times more to acquire new regulars than by retaining old ones.
Here’s why 82% of patrons permanently shun businesses following bad service…
Nearly 60% of any kind of caller finds being on hold to be a frustrating part of the service experience.
I recently rang my phone carrier to inquire about my bill and the wait time to speak with a representative was 10 minutes. In my frustration of the elevator music and the repeated options of how to connect, I hung up.
I called another business and while the wait wasn’t quick, they stated they would call me in less than 10 minutes, if I provided a number. Someone actually valued my minutes!