As the saying goes: “A satisfied customer is a returning customer” .
Implementing a customer complaints management process will allow you to retain your customers and therefore: save you money .
According to a study published by HubSpot, a regular america cell phone number list customer spends on average 67% more than a new customer and customer acquisition costs 5 to 25 times more than retaining existing customers (Harvard Business Revowe). So here is a first good reason to invest in an “after-sales service”.
B. To preserve your brand image
“A happy customer tells an average of 3 people about your brand, while an unhappy customer tells 10.”
You might as well get some good “free” publicity from your satisfied customers rather than bad buzz from a disgruntled customer you ignored.
Also pay attention to reviews on social networks and Google My Business. As stated above, online reviews count for a lot in building your brand image .
According to HubSpot, 94% of Internet users say that a positive review encourages them to buy and 63.6% of consumers read Google reviews first before going to a physical store. So be proactive and make sure to make your customers happy!
C. To improve your offering and customer experience
In addition to ensuring your brand image and building customer loyalty, implementing a customer complaints management process allows you to improve, particularly through satisfaction surveys and NPS/CSAT surveys !
In fact, 75% of companies consider complaints as a lever for improvement.
Why? Well, what is wrong will be pointed out and you will be able to rectify the situation more easily. You will avoid redundant and similar complaints. Having a department dedicated to complaints management also allows you to have an inventory, a history of what comes up frequently and to set up an FAQ . FAQs, or knowledge bases are a good way to build customer loyalty and relieve congestion in your complaints department.
because answers will be available in just a few clicks on your website,
you won't have to repeat yourself on problems that already have a proven solution.
D. To generate new revenue: customer success
Selling is not a "dirty word". Selling is offering a solution to a customer. For some SAAS publishers, up to 20% of cross-sell or upsell revenue can be generated in customer service.
A well-oiled customer service department trained in customer culture will be more likely to make these proposals and generate more revenue. This logic is found in revenue operations (RevOps).