Do you remember the last time you received really great or really bad customer service? Think about those interactions. How did they make you feel about the company? Were you more or less likely to stay with the company? Would you tell others about your experience? Would you recommend the company?
It is well established that customer satisfaction is a leading indicator of future sales. And it stands to reason. Satisfied customers are more likely to stay with you, spend more money and promote your company. The J.D. Power and Assocs. 2010 U.S. Insurance Shopping Study found that past service quality experience plays a “considerable role” in customer retention.
According to the Word of Mouth Marketing Assn., people have a “natural desire to share their experiences with family, friends and colleagues.” J.D. Power reinforces this point in its 2007 Homeowners Insurance Study, which found that satisfied customers report a much higher intent to both renew and recommend to friends. By providing excellent customer service, you provide positive experiences for customers to share.
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