RECIPE FOR SUCCESS INGREDIENT CARDS
Ingredient 2: Marketing
Question:
How to develop long-term customer loyalty?
Answer:
The following points were identified of what the service expectations of customers are in relation to service providers:
- 72% of respondents feel that customer service is very important
- Only 4 out of 10 customers will complain if they are dissatisfied with the service
- 8 out of 10 customers will never do business with that provider again
- 72% of customers, on average, spend less than 2 hours shopping per visit
- 25% of customers are put off from entering retail stores that have entrance displays
- 79% of female customers expect staff to wear name badges or corporate identification
- 99% of customers expect staff to have clean hands and nails
- 90% of customers would prefer fresh food handlers to use tongs when handling or preparing food
- 5 out of 10 customers will purchase an additional product/service if one is suggested
- 9 out of 10 customers expect service personnel to know their products and where they are located within the store
- 91% of customers expect sales personnel to explain the benefits of different brands and styles of products, merchandise and/or services
- 8 out of 10 customers wish to be approached and offered service after browsing
- 96% of customers expect a pleasant and confident attitude to be demonstrated
- 6 out of 10 customers when telephoning a business expect the service provider to identify themselves by their name
- 8 out of 10 customers wish to be thanked for calling a business
- 9 out of 10 customers expect service providers to ask appropriate questions to determine their exact needs
It is highly recommended that service providers take appropriate action to meet the needs of customers today and the opportunity to develop long-term customer loyalty.
Method:
For a low investment:
- User-friendly eGuide – How to Earn More Dollars with Customer Service
- eventbrite.com Online Workshop: Restaurant & Cafe Entrepreneurs: Customer Service for Hospitality Owners (1 evening)
Free
- eventbrite.com Webinar: Restaurant & Cafe Entrepreneurs: Hospitality Business Startup (1 evening: Introduction)
- Monthly ‘Recipe for Success’ Newsletter
- BLOG Article
- FAQs
RECIPE FOR SUCCESS
4 Ingredients:
Business – keep within the law
Marketing – increase sales, make more profit
Operations – controls to save time and money
Ideas – keep your customers coming back
