Step one- Improve your customer service
Step two- Improve your customer service again
Step three- Improve your customer service one more time
WHY? Because customers are willing to pay more for better service. Yup that’s right… Two recent surveys commissioned by American Express and RightNow found that:
85% of consumers are willing to pay more
for better service.
So the money is there for the taking… here is the problem: Very few business owners and managers actually know what their customers think about the quality of service being provided. Most owners/managers make service delivery decisions based on mis-informed gut feelings. The numbers speak for themselves: in a study 80% of businesses rated the level of their customers satisfaction as High or Superior. But how true is this... Well when their customers were asked to rate their level of satisfaction with the business only 8% agreed with the business's rating.
Unfortunately, a large majority of small and medium size businesses don’t even measure how satisfied their customers are at all, let alone on a regular basis. So how can they increase the level of service to at least meet the expectations of their customers that are willing to pay more? Most just can’t. That’s great news for you!
What is the single most important element of your business? Your CUSTOMERS! And if they are not happy, you are in big trouble.
Don't become a statistic, start listening to your customers and make the necessary changes to ensure they are your biggest promoters.
Remember 85%, yes it’s an amazing number, of customers are willing to spend more for better service. Are you going to benefit or is your competitions going to reap the riches.
The moral of the story is simple: If you want to ensure the growth and success of your business…START NOW by listening to your customers regularly and systematically. I guarantee your bottom line will show its appreciation.