Customer Service - is it really that important?
Posted on March 27th, 2007 by Janelle
Yes…according to a recent study I just read by the National Retail Federation Foundation.
85% of shoppers say they shop and spend more money at retailers with good service.
70% who have a positive shopping experience will tell 2.5 other people (one of these days I have to meet this 1/2 a person that everyone knows)
BUT, if they have a BAD experience, they tell almost double that!!
For those of you who have heard me talk, you know that I stress the ‘experience’ of the sale. Now, you can see there is a dollar value attached to that experience you are providing your customers.
My co-authors and I talk extensively about Customer Service and achieving that experience in our book, “The 7 Essential Steps to Successful eBay Marketing”.
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