It takes 12 positive experiences to make up for one unresolved negative experience.
Customers have long memories. Once they’ve had a bad experience with a company, a service, a product, or an employee, it’s almost impossible to get them back in your corner. In fact, studies show it takes 12 positive experiences to make up for one unresolved negative experience.
Considering the time, energy, and resources that go into acquiring one new customer, it’s worth investing in retaining existing customers by keeping them happy and when issues arise, working quickly to restore trust. One way to identify issues in real time is by deploying Net Promoter Score (NPS) and other brief surveys on your website to gather instant feedback. Create alerts that flag negative responses so you can resolve problems as soon as possible.
Better still, use surveys to improve the customer experience before things go awry. Sogolytics helps you start a conversation with your customers and show them that you want their input and are committed to meeting their needs. Using focused customer satisfaction surveys, you can better understand what your customers want, what they like, and what they don’t, so you can make adjustments and improvements that will keep customers happy – and keep your business thriving.
You’re only one survey away from showing customers you value their opinions and their business. Sogolytics CX’s comprehensive platform can get you off and running TODAY! Click here for more info.