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Annoy your customers with a crappy 30 second ad before they can view a video.
The new Digg seems as infatuated with infographics as the old Digg was with top ten lists.
After having been in retail and in direct sales for a long time I can tell you it is a lot easier to lose a customer than it is to gain one. For each customer that has a bad experience you can bet on average that they will tell 10 people about it (the internet has made this even worse), but someone who has a good experience is only likely to tell about 3 people on average.
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think about the people who provide customer services now a days,..they are paid more poorly than ever and are often working in the wrong field or new to the job (or it’s the only job they can get). why do people expect so much from such clearly unappreciated/underpaid/underqualified people?
the days of ‘customer service’ being a profession are done!!!
Great infographic. Most of this seems like common sense and its surprising that companies are still losing customers for poor customer service.
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Customer experience management (CEM) is continuing to gain more importance everyday to nurture the brand loyalty, which your diagram speaks of. Unfortunately, many people confuse CEM with customer service and vice-versa.
Whereas customer service refers to some sort of human interaction with a customer (i.e., A telephone call to a call center), CEM is much broader and encompasses all touch points that can impact a customer’s overall experience.
A company’s ability to effectively respond to such changes is now being linked to their success. Operational Intelligence, real-time correlation of events, can help in this regard by allowing for a real-time monitoring of the complete customer experience process.
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Gotta love admn for this one. Fantastic timing with today’s tv news.
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Only 1% of customers leave because they die-haha! My favorites lie in the 14% that are dissatisfied because of poor services-I thought of some funny reasons you might leave, like if mistreated: http://www.stellashopper.com/2010/11/how-to-lose-customers/
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RE: “After having been in retail and in direct sales for a long time I can tell you it is a lot easier to lose a customer than it is to gain one. For each customer that has a bad experience you can bet on average that they will tell 10 people about it (the internet has made this even worse), but someone who has a good experience is only likely to tell about 3 people on average.”
According to my findings (statistics) It’s -24 / +8
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in re the internet’s role here, it’s too easy to make unsubstantiated claims online and I can’t see that changing. there are so many forums open to people complaining, but who knows what is real anymore – marketing misdirection and deception (especially in regard to certifications, endorsements, and accreditation) will continue to dictate more so than actual overall customer opinion.
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I wonder why so many businesses choose to outsource customer service to third world countries.
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Edward Franklinsaid on Mar 17 at 2:50PM: “I wonder why so many businesses choose to outsource customer service to third world countries.”
Something tells me you are annoyed at the language difference. Have you been to medical offices or retail outlets lately? Americans are just plain rude and have no customer service skills. I own a business and customer service is tops to me. I keep my clients long term because I respect them, I may have a little difficulty understanding some customer service agent from Punjab, but I can guarantee you that agent is really treating me well. Or do you just think Americans have a monopoly on good customer service?
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haha, i always thought it was important to get customers, instead of how to get them out.out
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Why should you get your customers out? You need all the potential customers to your bussiness right. Every customer is an potential buyer or stayer.
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Calling customers for endless feedback, that’s going to lose you customers!
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I actually believe that if you lose a customer you’re doing a really bad job. Since the customer already ‘came in’ to your store their minds are open for buying something from you. Though I believe customer should never get pushed or tricked into buying something. Well founded and sincere help will land that sale anytime!
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So, despite all social media stuff, it’s the personal treatment that really matters!
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There is a saying: The customer is King. Just shows you how true this saying is. Always treat the customer like he is the only one.
What snelgeldverdienen says is true. Customer is King, but besides that if you will treat your customers very kindly:1 They trust your, but most importantly is that they will talk about your store to friends colleges etc. and the best advertisement ever is mouth-to-mouth. So i agree with snelgeldverdienen: Customer is KING!
im sorry for my english
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Indeed, The customer is always King zand service should be first. As a sales rep. I firmly believe in bhujilding a relationship with a customer, Wether it is on-line or in the real world.
Meer weten over spellen voor de Wii?
I’d say one of the fastest ways to lose customers is creating ruddy infographics that are too long and turgid with data.
What snelgeldverdienen says is true. Customer is King, but besides that if you will treat your customers very kindly:1 They trust your, but most importantly is that they will talk about your store to friends colleges etc. and the best advertisement ever is mouth-to-mouth. So i agree with snelgeldverdienen: Customer is KING!
Always try to help the customer the best way you can. Make everything easy to use for your customers and be polite. Never run away from a conflict but try to make the best of it with your customers.
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I think word of mouth is also very important here. If you help your customers the best you can they will tell others. Free publicity is gold in this case. Your customers will become your advertisers, now way anything is better than that