Given the world’s current economic condition, there has never been a better or more important time to build customer loyalty. First, the lifetime value of a customer can be exponentially greater than the value of a series of single transactions from one-time customers. Second, in this era of social networking, one Tweet or Facebook status update can seriously damage a company’s reputation.
It only takes one bad experience to lose a customer for life, particularly in the service sector.
It only takes one bad experience to lose a customer for life, particularly in the service sector. Hospitality, travel, retail, healthcare, and financial services are especially prone to losing customers who have one negative experience. It doesn’t take much for a customer to decide that you and your company aren’t worth his time and effort.
On SmartBiz.com, Mark Kolier, shares what he learned about customer service from his experience in a Tokyo convenience store:
1. Get Clean.
2. Get Thankful.
3. Get Personal.
4. Get Smart.
5. Get Creative.
6. Get More Relevant Data.
Read “Everything I Needed to Know about Customer Service I learned in a Tokyo Convenience Store” to learn more about these six principles.
