A happy customer is a valuable customer

The statistics around customers are all well-rehearsed. 80% of your sales come from 20% of your customers. Happy customers will tell a few people about their experiences; unhappy customers will tell a lot more people. It costs 6 – 7 times more to acquire a new customer than to retain an existing one. Most customers leave because they’re unhappy with the customer service not the price.

It all adds up to one, very obvious thing: retaining happy customers is vital to the success of your business.

Words play a vital role in doing this. Making sure the standard letters and emails you send to your existing customers are consistent with the communications they received before they came on-board. Having internal communications materials that keep staff engaged and on your side. Putting in place written processes and procedures so the customer experience is always as good as it can be no matter who’s taking care of it.

But sometimes in the quest to seek new customers and despite our best intentions, documents like these can sink to the bottom of the To Do list.

I specialise in working with businesses and organisations that want their customers’ opinions of their business to be as good as their opinion of their product or service.

A client told us they had invited us in to discuss their project because of our website. They said it spoke to them in a language they could understand and that it had a strong sense of flow throughout. So thank you for all your work.
Alex Coppock, Communion Architects

If you recognise the dilemma of the neglected customer-facing materials and would like to see if I can help, get in touch and let’s have a chat.

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