It’s a fact
that customers are a lot less loyal than they once were. We have more choices
than we used to when it comes to the products we purchase or the services we
use. With the Internet at our fingertips, we can research, and compare value,
features and benefits before we enter a store or order online. And along with
the economic downturn, many industries, such as banking and the airlines,
suffered negative backlash. All that adds up to some challenging times when it
comes to retaining customers and keeping them loyal.
One of the
biggest opportunities to win a customer for life is when that customer is
unhappy and you’re able to solve the issue to their satisfaction. When you
consider that customer loyalty can be worth 10 times as much as a single
purchase, taking advantage of an opportunity to turn an unhappy customer into a
happy one is an obvious win for everyone involved. Go beyond to take care of
customers when things go wrong and you'll gain a loyal customer for life.
Barry LaBov
LABOV
Marketing Communications and Training
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