You know your customers are important. But with so much pressure riding on securing new business — not to mention the differing priorities between your marketing, sales, and customer service teams — it can be hard to ensure that customer retention is always a top priority…for everyone.
A few things to keep in mind: when it comes to continuing their business with your company, your customers are more likely to stick around for the following:
friendly employees and customer service reps
the chance to work with a brand that has a good reputation
easy-to-access information or help.
But even if you’re providing all of the above, it only takes one wrong move to see a customer go from “good standing” to “goodbye.” To help prevent your customers from slipping off your to-do list, we’ve assembled a few eye-opening customer service stats that any B2B company can learn from. So take a look, pick out a few of your favorite customer-centric stats, and share them with your networks!
90% of respondents who recalled reading online reviews claimed that positive online reviews influenced buying decisions, while 86% said buying decisions were influenced by negative online reviews. (Dimensional Research)
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