I am blogging on behalf of Visa Business and received compensation for my time from Visa for sharing my views in this post, but the views expressed here are solely mine, not Visa’s. Visit http://facebook.com/visasmallbiz to take a look at the reinvented Facebook Page: Well Sourced by Visa Business. The Page serves as a space where small business owners can access educational resources, read success stories from other business owners, engage with peers, and find tips to help businesses run more efficiently. Every month, the Page will introduce a new theme that will focus on a topic important to a small business owner’s success. For additional tips and advice, and information about Visa’s small business solutions, follow @VisaSmallBiz and visit http://visa.com/business.
According to a Visa Business infographic on customer care, it takes 12 positive service experiences to make up for just one negative experience.
If you’re a small business owner, that can sound really intimidating. You might feel that once a customer has a negative experience with your company, it would be way too much work to try and win them back.
However, in this day and age of highly competitive markets and everyone taking their issues with your company onto social media, you’ll want to make sure you provide exceptional customer service – even to those having a negative experience with your company.
Why? According to the infographic below:
• 36% of businesses have won back a customer due to a positive support experience on social media
• 71% of those who experienced positive social care are likely to recommend that brand to others
• 42% of customers purchased more after a good customer service experience
If you’re looking to turn potentially negative experiences into positive ones, here are three ways to win your customer back and have them become strong brand evangelists who continue to buy from you: Read More→