“I have attended various customer care training in the past and I believe I know how to deliver good customer service, but this course stands out because I feel that this is suitable for those who already care about their relationship with their clients but would like to achieve excellence.
What is the loyalty of one customer worth? Well, depending on what you offer, sometimes that one customer’s loyalty can be the equivalent of 20 repeat purchases and 20 additional customer’s purchases, or 40-fold! People in customer-facing roles, absorbed in the day-to-day transactional nature of their businesses sometimes fail to remember that a customer is so much more than a mere transaction.
Remember, people don’t tend to talk about when they had their expectations met. They do, however, talk when they’ve had their expectations exceeded, and they talk a whole lot more when they’ve been disappointed. Ever wondered why the evening news and the papers is 95% bad news and hopefully 4% neutral and 1% good? It’s because good news rarely sells as much as bad news does.
You can leverage this patient feedback to tell you whether or not you have built “remarkability” into your pricing, promotion, process, product, or people. Like Seth Godin’s “Purple Cow”, are you truly “remarkable”? Are you doing something that exceeds expectations so much that your customers recommend you to everyone all the time, even when they are not talking to people who may need you right now or in situations that warrant the discussion?
That’s the kind of powerful referral potential via word of mouth that will eventually enable you to fire your advertising agency and stop wasting money on paying people to pay attention to your sales efforts! And who wouldn’t want to do that?