90% of your customers will not complain when they are dissatisfied, and you may not be aware of the 10% who do complain.
69% of dissatisfied customers will not return to your place of business.
The cost of obtaining a new customer can be up to 10 times greater than the cost of keeping an existing customer.
Consumer Impressions grew out of an awareness that customer service is becoming a lost art for many businesses. At one time, employees greeted customers by name and provided the kind of attention and service that would lead customers to return again and again, even if another business had more selection or lower pricing.
Unfortunately, all too often these days it is rare to find a business whose employees greet customers with a smile. Sometimes the service borders on indifferent. And sometimes it is downright rude.
Some business owners might think most consumers have no reason to expect more and just assume that customers will return. However, poor customer service over time will weaken a business’ reputation so much so that low prices or wide selection will not compensate.
So, what is the solution?
