I saw a post on LinkedIn today that said “A massive 68% of clients move to someone else because of perceived indifference?”
This is interesting as it reminded me of an infographic I keep on file entitled “A Penny Saved Is A Customer Earned”, which was published back in 2012/13 by Shankman|Honig a customer service consultancy firm based in New York.
Funnily enough Peter Shankman, one of the key authors, is a now a “Global PR Rockstar” according to the New York Times https://www.shankman.com
Albeit the statistics reported may somewhat seem dated, it is interesting to note how little has changed. The infographic highlights that in competitive business, people still focus most of their attentions on the process of acquiring new customers, even at the risk of upsetting those loyal customers who support them week in week out.
Below you can find some startling statistics presented in a simple format, which outlines the basic premise that treating our existing customers better not only will ensure continued prosperity, but help in growing your customer base. This can be achieved by ensuring your processes and services are true to your words.
Simply put the nothing has changed in the customer landscape recently. The number one rule remains true in customer service as in life: Treat others the way you would like to be treated.