It’s easy for businesses to get so wrapped up in customer acquisition that they don’t pay any attention to their current client base. However, top decision-makers must remember that with smartphones, tablets and laptops being more accessible than ever, clients who have had a poor experience with a brand are going to write reviews about their brand, potentially damaging a company’s reputation.
According to a new infographic from customer-service consultancy Shankman Honig, on average, consumers will tell 15 people about brands that treated them well, but they will share their negative encounters with businesses with 24 friends, family members and colleagues. Failing to deliver a strong experience could show firms need a business management software to ensure all customers are accounted for at all times.
Customers will dissociate with a brand for many reasons
The business world has never been more competitive, and it often doesn’t take much to permanently damage relationships with customers. The infographic revealed 78 percent of consumers will stop interacting with a company if it fails to deliver the services they promised, 77 percent said they would leave a brand in the dust if they had rude or impolite client services agents, and 73 percent stated incompetency turns them off from the products offered by a company. Customer support needs to be a higher priority for firms that hope to continue to grow their client base.
Create an online reputation that is second to none
The infographic clearly states it costs five times as much to convert new leads as it does to keep pre-existing customers. This is why making clients happy should be one of the top initiatives at the company. Thirty-eight percent of consumers said they are satisfied when there is clear information posted on company website for common issues. With a strong website, businesses are well on their way to having an online reputation they can be proud of.
The next thing companies must do to ensure clients remain pleased is continue to check what others are saying about the brand on the Web. According to an article for Fox Business, online reviews on sites like Yelp can dramatically impact the number of customers that seek out a firm. By setting up alerts for when the business is mentioned, company owners can quickly dissolve any issues that past clients may have had with the brand.