“Customer service shouldn’t just be a department, it should be the entire company.” – Tony Hsieh
Acquiring new customers is far more expensive and time-consuming than selling to current clients.
There is research why customers choose to leave a partnership with an organisation:
68% are upset with treatment from an employee
14% are dissatisfied with the product or service
9% switch to a competitor
5% seek other alternatives or relationships
3% move away
Based on this, you control at least 96% of the reasons customers stop doing business with you.
Build a protective moat around your existing customers. They are your most valuable asset.
“Every day we’re saying, ‘How can we keep this customer happy?’ How can we get ahead in innovation by doing this because if we don’t, somebody else will.” – Bill Gates