It’s estimated it costs anywhere from 5 to 8 times more to gain a new customer than it does in getting repeat business from your existing ones.
Handled correctly repeat customers are significantly easier to sell to and MORE PROFITABLE than new customers.
So it makes perfect sense to invest time and energy into looking after your existing customers. And of course to do this you need the help of your team.
But, the shocking truth is customer service training on its own is never enough. The training has to be more than a tick box exercise if you want it to be effective.
What happens before and after is just as important if you are to get a return on your investment of time, money and effort, and start to see a positive impact on your customers’ experience and their long term loyalty.