Why Customers Should Be a Company’s #1 Investment
In my recent post I wrote about customer service and the importance of a positive customer experience. Customers should be the number one investment for a company. Why? Take a look at the chart below. Some 68% of customers leave a company because they truly feel that the company couldn’t care less about them. Notice what’s not included- price or quality. That’s eye opening.
Customers want to have their voice heard. They want to know that a company cares about their issues or concerns. Customers want to be able to submit their feedback and actually get a response. So many things these days are automated that it’s easy for companies to automate email responses instead of taking the time to respond.
Here at ShareFile, we’ve had several instances when a customer or potential customer responded back to an email thinking they weren’t speaking to a human being. Only to their surprise, their personal account manager wrote them a personalized email in return- or even picked up the phone and actually called them. We’ve noticed these things go along way and our goal is to raise the bar for customer service in the technology sector.
It’s easy for competitors to mimic features or beat price, but a strong customer relationship is inimitable.