Debbie Mayo-Smith international inspirational motivational how-to speaker technology, time management, improving business performance
Motivational Speakers, Sales, Marketing, Time Management, Productivity, Technology, Tips

Don’t let staff drive your customers away

Most staff do not think about the long-term consequences of what they say and do,
unintentionally driving some of your customers away.

Stop it by ensuring your staff understand the true cost (to the business) of negative behaviour and customer reaction to it.

Colmar Brunton New Zealand research shows that if the customer experience is bad:

• 80% of customers will tell 13 other people

• 32% will recommend people not use you

• 38% will start looking for another supplier

• 24% will spend less money with you

• 26% will take all their business elsewhere

• 25% of those who defect say they will never do business with you again.

Make sure your staff know about any feedback you get from customers or the results of any customer surveys you do.

 


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