Before diving into the topic, let’s set the context: according to recent studies, an unsatisfied customer will share their bad experience with a product or service with an average of 10 people. On the other hand, if they’ve had an excellent experience, they’re very likely to recommend it within their circle of trust. The result? Greater impact on business relationships, sales, and overall customer satisfaction. This fact has fueled the popularity of customer wellness indicators such as the Net Promoter Score (NPS).
Times have changed, and traditional “word of mouth” has evolved. Now, a satisfied customer can create significant positive buzz on social media. For example, a simple tweet praising a customer service interaction can reach thousands of people within minutes. On the other hand, a complaint on a platform like Yelp, Google Maps, or social media can discourage hundreds of potential customers. This landscape shows that we must take care of the customer experience in the most personalized way possible.
Excellent customer service goes beyond solving problems; it’s about preventing them. Common mistakes such as lack of staff during peak hours or unintuitive customer service systems can trigger a wave of negative comments that make people hesitate before purchasing your product or service.
Implementing a referral program can be a highly effective tactic to boost brand trust and awareness—but only if you already offer an exceptional service. If your satisfied customers can take part in your brand and promote it while gaining benefits, you have the perfect recipe for building a strong and loyal community. However, you must ensure that the program isn’t driven solely by commission, but that your product truly delivers the best possible experience.
Did you know that 55% of users trust recommendations received via email more than through other communication channels? This highlights the importance of a strong and personalized marketing strategy that includes post-sale follow-up and satisfaction surveys. Email communication proves more effective as it’s personalizable and adaptable.
Other relevant data about digital users:
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Never underestimate the power of a happy customer; they are your most loyal ambassadors. Invest in customer service training, implement well-structured referral programs, and carefully choose your communication channels. Remember, a genuine recommendation is worth its weight in gold and is an invaluable asset in any marketing strategy. Having happy customers is not just a satisfaction metric—it’s also a long-term business strategy.
If you enjoyed this article, don’t miss our post about the role of digital transformation in customer experience.
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