It’s easy to build trust when you have the opportunity to connect with customers in person. You can look into their eyes, read their expressions, and interact at a more personal level. Even on the phone you can listen to a customer’s tone of voice and react accordingly. But, building trust online is a different story; not necessarily more difficult. Just different.
Here are some customer service tips that you might have not heard before plus their book references:
1. A customer is 4 times more likely to defect to a competitor if the problem is service-related than price- or product-related – Bain & Company.
2. The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics.
3. For every customer complaint there are 26 other unhappy customers who have remained silent –Lee Resource.
4. A 2% increase in customer retention has the same effect as decreasing costs by 10% – Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy.
5. 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1Financial Training services.
6. A dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people. – White House Office of Consumer Affairs.
7. Happy customers who get their issue resolved tell about 4-6 people about their experience. – White House Office of Consumer Affair.
Here are some tips from customer service expert on ways to build online customer trust by Shep Hyken:
I hope these tips would help you deal with customers in your business. If you have more tips, please let us know in the comments.
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