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Returning customers love it and they will keep coming to get more of that and to buy something too.
Why are the customers put on hold, even though over 50% of them hang up and 34% never call again?
By focusing on the customers, the smart companies are really broadening their customer base by increased referrals.” An investment in customer service can later turn out being a source of new customers.
It can become an efficient, very credible and free advertisement.
Moreover, about 13% of those unhappy customers will tell more than 20 (!
) people about their problem (unfortunately people tend to talk more about their bad experiences). The stats mentioned above clearly show how customer happiness brings an additional value to a company and how bad experience turns out to be an additional, unnecessary cost. They like the company, its products and enjoy the way it is doing business.It should not ring more than 3 times before being answered.