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Word of mouth is still the most important factor for many people making buying decisions. They simply distrust the sea of marketing hype that we?ve all been swimming in since birth, and would rather trust the opinion of someone they know and respect. Customers are also notoriously fickle. Just look at the stats in this infographis; they show that customers are quick to abandon a company after a negative experience, and they?re especially reluctant to give that seller a second chance.
Most of these negative experiences are driven by poor customer service. The people on the sales floor, on the phone or at the drive-up window are, for better or worse, the face of a company that most customers interact with. If that interaction sucks, all the slick marketing campaigns in the world won?t fix it for you. If you own a business, and you don?t at least have some strategy for customer service, you?re at the mercy of your untrained employees.
Via: Bolt Insurance
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