always knew that customer service is important to customers. Do you know how much they are willing to pay for it?
--> A recent study by American Express Global Customer Service pressure, examining the attitudes and expectations of customers, it is found that by offering superior customer service to open a great opportunity to grow your business income, improve the reputation and retain customers. --> Perhaps the most important discovery in this study is that customers are willing to pay more than 9% more, so they will receive excellent customer service. How can you use this information for my business? In examining the impact of the cyclical nature of customer service experience, customers can not understand why customers have a positive experience, as well. --> cycle starts with the customer?s first experience of a miracle. If the customer has to decide spend your hard earned dollars to record, store customer service reputation of being one of the most important factors in his decision. --> In fact, 91% thought the level of customer service that they think the company is very important to first decide to do business. Notice the keyword ?understand? ? that is, you can influence the perception of your customers are! Assets to obtain customer feedback and provide social proof that your customers want, then send them everywhere ? in stores, your web site e-mail and your fan site. --> However, just take a reputation for quality service is not enough ? it must be seen in action! It is therefore important that the customer?s first experience to live up to or exceeding expectations. What is the something extra that you can offer? --> next phase of the cycle in order to keep the customer. Unfortunately, almost half of the customers considered the questionnaire to keep problems to get them door, but then hold them for granted. Here is a great opportunity to have a store that offers stellar customer service to existing customers. --> More research shows that customer service in the future contribute significantly to consumer decision-making. Not surprisingly, 81% of customers are very likely to repeat the action, subject to a positive service. Equally important, 52% of consumers stated that they would not defend the company from negative experiences. It is clear that a great service to keep them coming back! (Even though I was also surprised that 48% is gracious enough to return. Next week, tune and find out what specific actions to take to get it back!) --> final stage of the cycle, the customer shares his experiences with others . The marketing power of a positive customer experience is invaluable. Many people assume that customers are willing to share their negative experiences. On the contrary, the survey found that 75% is very likely to share positive experiences! --> Consider the potential customers experience the world ever to send such a powerful social media seems stupid to emphasize customer service in your company. You never know when or with whom the customer to share their experiences and gain new potential customers to go to your door and start the cycle again. It is therefore important that every customer is an awesome experience every time! --> every stage of your life, your first experience with that subsequent visits, to share experiences with others, it is clear that customer service is an essential product of every successful business. There is evidence that customers are willing to pay as much as 9% more to get fantastic customer service. --> lesson here toinvest customer service ? and customer experience. Adjust the business perspective, consider that costs associated with providing the best customer experience possible investments, not costs. Otherwise, you can charge more for your services (ROI!) Keep your customers you have and move forward. --> ? 2010 Cathy Donovan Wagner, RETAIL Maven