If you’re like most distributors, you’ve probably lost touch with more than a few customers as the first quarter of 2018 comes to a close. Here’s an easy fix for customer churn in distribution.
The key to retaining customers, acquiring more customers who are like them, expanding revenue per customer, and increasing your profitability is knowing your customers better — better than you do right now and better than your competitors do.
To find out how well you’re relating to your customers, right now, click here to complete this super-quick assessment. Your customized report will immediately show you whether you are as informed about your customers as you can or should be.
The results will also tell you how you can leverage your most satisfied customers by generating even more like them.
What are the costs of not knowing and serving your customers well? Consider these statistics:
A survey by Dimensional Research revealed that two years after a bad customer service experience, 51% of B2B customers avoided those vendors;
Nearly 2/3—62%–of B2B customers purchased more after a positive experience with customer service but 66% ceased buying if that customer service experience was bad.
In today’s world, bad news and good news both spread quickly. That means that every customer you serve can either promote your brand or denigrate it. The question is whether your customer service creates brand advocates or unleashes detractors who turn others away. Take the assessment and find out where your company stands.
I hope you find this assessment helpful!
Dr. Jeanne Hurlbert, President of Hurlbert Consulting, brings to her role as STAFDA’s endorsed customer service consultancy expertise in sociology and survey research. After spending more than 25 years in academia, she now uses her extensive behavioral science expertise to help companies like yours distinguish yourselves through customer service. What sets her approach to customer service apart is that she begins by helping companies meld research and marketing to find out exactly (a) what their customers want and (b) how well they’re succeeding in giving customers what they want. Jeanne provides STAFDA members with 30 minutes of complimentary consulting per year; please identify yourself as a STAFDA member when you contact her. You can schedule a consult with her by going to www.ConciergeCustomerService.com or you can call her at 888-590-9677. And, if you’d like to complete her complimentary assessment, just go to www.FixYourService.com.
