How Great Customer Service Turns First-time Shoppers into Lifetime Fans
“After spending time, money and effort acquiring customers for your new business, it’ll soon be time to switch gears and start focusing on retention. But what can businesses do to convince customers to keep coming back for more? We turned to Reddit to find out.
In a thread titled “’What company has forever won your business,’ we discovered thousands of Redditors swapping stories about what their favorite brands had done to win them over. After combing through a seemingly endless stream of comments, we reached one (very unsurprising) conclusion – great customer service was the key.
The connection between customer service and repeat customers is something we’ve talked about before, but thanks to Redditors, we’ve narrowed down which aspects appear to make the biggest impact on customer retention.
Here are five ways to impress your customers and keep them for life.
/u/MattAlbie6’s mechanic won his heart by breaking his car:
‘He broke something on my car once on accident that wasn’t a big deal and I never, ever, ever would have noticed on my own, but he replaced it on his own dime for like $300. It was a button or switch or something. He could have kept his mouth shut and I’d have never known about it, but he’s a solid guy and was honest.’
Lesson: Always own up to your mistakes. Sometimes a simple apology is all it takes, but going over and above like this mechanic is a sure-fire way land a lifetime customer.
Don Knauss, chairman and chief executive officer of Clorox, believes that ‘when a company models that kind of behavior inside and out, when it walks the walk, then it establishes a solid foundation of trust. It solidifies its reputation and makes business transactions and partnerships happen much more quickly.'”