http://www.b2binternational.com/b2b-blog/2010/02/08/how-to-not-lose-customers/ Mon, 28 Nov 2011 17:50:03 +0000 hourly 1 http://wordpress.org/?v=3.3.1 http://www.b2binternational.com/b2b-blog/2010/02/08/how-to-not-lose-customers/comment-page-1/#comment-56906 Curt Mon, 15 Feb 2010 17:01:09 +0000 http://www.b2binternational.com/b2b-blog/?p=1269#comment-56906 I was surprised by your statistic that only one and five customers blamed customer service for switching brands. It would be interesting to see if this statistic held true for similar industries outside the UK. In the US, service is a primary differentiator for many brands as products have become more commoditized. Some interesting insights from Nick Wreden an executive at Fusionbrand regarding the impact of customer satisfaction/disatisfaction: A satisfied customer will tell four or five others about a pleasant brand experience. Deliver a poor experience, and seven to 13 others will hear about it. Another study's scary statistic: Unhappy customers will continue to voice their dissatisfaction for up to 23 years. YIKES! I was surprised by your statistic that only one and five customers blamed customer service for switching brands. It would be interesting to see if this statistic held true for similar industries outside the UK.
In the US, service is a primary differentiator for many brands as products have become more commoditized.
Some interesting insights from Nick Wreden an executive at Fusionbrand regarding the impact of customer satisfaction/disatisfaction:
A satisfied customer will tell four or five others about a pleasant brand experience. Deliver a poor experience, and seven to 13 others will hear about it. Another study’s scary statistic: Unhappy customers will continue to voice their dissatisfaction for up to 23 years.
YIKES!

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