Customer Service Isn't What It Used To Be

A recent study out of Vanderbilt University found that up to 40% of satisfied customers do not return to those businesses who gave them the satisfactory service.
Do we know where our lost customers went or why they went there? Can we afford NOT to know? Do we really know what it takes to make our existing customers satisfied? Just because a customer isn't complaining doesn't make them a satisfied customer.
Consider this:

•The average “wronged customer” will tell 8-l6 people about their negative experience. Over 20% will tell more than 20.

•It takes 12 positive service incidents to make up for one negative incident.

•For every customer who bothers to complain, 26 other customers remain silent.

I believe that true customer service means far more than simply delivering on the promises you make to your customers. Customer service that seperates you from the rest of the pack is what you do BEYOND the promise. It's what you do to engage your customers and build your relationship that makes the eperience memorable. We need to understand our customers' needs better than ever before. Exceeding the customer's expectations is easier than you might think... it just takes a little thinking and putting it into action.