3. Focusing On Customer Experience
Having a great product or service is important, but ensuring a positive customer experience is even more crucial for repeat business. Kathryn's survey found that 76% of consumers would discontinue business with a company after just one bad experience, leaving no room for error. It's vital for companies to prioritize customer satisfaction and consistently provide exceptional support in order to retain customers.
''It’s important to remember that customer service isn’t just for people who have questions or a complaint; it starts as soon as someone lands on your website or social media channels. Every communication you have with them, whether it’s over the phone or through emails, automated chat or any other touch point, is an opportunity for you to let your personality shine and give them the best experience possible''