I just wanted to pass on an excellent article from Forbes about building brand loyalty. Interestingly enough, the number one way to build brand loyalty is with solid customer service. According to the article, "A recent survey shows that 71% of customers who ended a business relationship did so because of a poor customer service experience. That mass exodus totaled $83 billion in the United States alone or $289 per customer in annual sales. Further research shows that consumers are begging for a conversation with a real person more than ever. In a world filled with tweets, status updates and text messages, it is ironic that consumers, particularly young consumers, seek human interaction as part of their shopping experience. Automated phone systems save money. Call backs from a well-trained customer service representative earn loyalty. Once you make the personal connection, then do your thing on Twitter, four square, Google + and Facebook to deepen it." I'm telling you, you can't make this stuff up. So why aren't companies listening?
To read all 9 ways to build customer brand loyalty,
click here.
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Posted by GetHuman on Tue, 4 Oct 2011 6:13pm