Are Customers Always Right?

One time when attending a conference, the Keynote Speaker said to the audience: “NO the customer isn’t always right!” People gasped and looked around the room as if he just said something illegal. He went on to say that frankly some customers are very demanding, quite unreasonable, and downright impossible to please. However, “they are right” because they think they are. Therein lies the truth. If there's a problem, then their expectations were not met, and we need to find out why!

Getting clear on who your main customers are demographically, will help you understand what their needs are and support your marketing efforts. Oftentimes the best way to create quality customer service is to imagine what you would want as a customer yourself. There may be times when you need to address a grievance, this can provide a learning opportunity that serves a two-fold purpose. In this circumstance, you can see how your customers' expectation and your offering did not synchronize. Additionally, you get a glimpse into your customers perspective – which can broaden your own. While most feedback is well expressed, some would be considered just bantering, so as one brilliant thought leader says; “take what serves you and throw the rest away.”

Did you know that?

76% of consumers look at ‘customer service’ as a test of their value to a brand

97% of consumers say online reviews influence their buying decision…next to personal reviews

The average consumer interacts with customer service 65 times a year…

but the majority of millennials prefer to be able to resolve issues on their own

Consumers spend 66% more on brands they are loyal to

Given that the majority of customers rely on online reviews, perhaps the resource below will help you capture the positive comments and mitigate any negative ones. Our team of virtual assistants can help you develop a customer service culture and tools that can track, review, and help you pivot to meet your customers needs. In the interim, take a look at how Chatmeters' review management tool and dashboard can help. Improving how customers perceive and do business with you, and most importantly return to your business is surely worth any time invested. One study revealed that “83% of customers say loyalty programs make them more likely to keep doing business with you.” Have you considered a loyalty program or other incentives? Our team can help!

Chatmeter Review Management Dashboard 

Article Sources: Chatmeter/BizReport

"It takes months to find a customer - seconds to lose one”

Vince Lombardi