Customers are extremely important in all sorts of businesses and organizations.
On average:
- A customer with a complaint will tell 9-10 people about it.
- A customer with a complement will tell only 5 people about it.
- For every complaint to the Headquarters, 19 other dissatisfied customers don't bother to complain.
- A customer with one bad experience needs 12 good experiences to overcome it.
- It costs 5-10 times more to obtain a new customer than it does to keep an existing one
Keeping that information in mind, it is vital to continue to please customers. Here are some of the things we do to ensure a good time is had by all:
- Customer Appreciation Day. We dedicate a Friday in June to simply appreciating out customers. We have food and giveaways all day long and decorate each branch in a bank wide theme.
- Respond to all social media. When someone writes to us or tags us in social media, we always respond whether its a complement, complain, or a question! We love hearing from you.
- Always pick the phone up in 3 rings. We will dash and sprint to the phone if we hear it ringing. We always pick it up within 3 rings and never let a computer try to answer your questions. Real people for real customers.
- Listen. We know you have stories to tell and we will listen. Whether it has to do with financials or personal life, we are hear for you.
- We love feedback. No matter your opinion on your experience with us, we would love to hear it. We are always open to suggestions to make your experiences better.
- Ask us questions. We will answer all of your questions. If we don't have an answer, we will find you one.
- We are family. We want you to feel comfortable when you come in. If you tell us a story about your dog one day, we want to be able to recognize you and then ask you how Spot is doing. We are all about relationships
Here is a video about how Columbia Business makes a video about how to keep customers happy.
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