The 7 Secrets to Success:How the Best Companies
Keep Their Customers Happy
Who are we?
Tony CappaertCo-Founder & COO
Mani KarthikMarketing Director
• Why should we care about keeping customers happy?
• 7 ways to keep your customers happy
• BONUS — wait for the end!
What we’ll cover today
Happy customers are good for business
• In a 2012 survey, only 37% of brands receive good or excellent customer service scores. Source: Forrester Research
• “Up to 60% of consumers will pay more for a better customer experience.” Source: Desk
• “Average annual value of each customer relationship lost to a competitor or abandoned – $289.” Source: Genesys Report
The data doesn’t lie
89% of customers will leave you for a competitor
if they encounter bad service
#1: Listen to What Your Customers are
Saying
• So many companies fall into the trap of constantly talking, but not listening
• While creating and sharing great content is important, listening for your customers and engaging with them in multiple channels is key
It’s important to have a two-way dialogue
Two tools to better listento your customers
#2: Genuinely Interact
#3: Respect Your Customers
#4: Continue toDeliver Value
#5: Treat ThemLike a Partner
#6: Everyone Makes Mistakes (So
Be Honest When You Do!)
#7: Follow Up & Deliver on Your
Promises
We’ve put together a special for you today
• TBD
• 15 free follow-up templates ($199 value)
• Start a trial by Fri and your templates will be automatically added in your account by Mon!
• http://contactually.com/invite/sumall