If you’re a small business owner, start-up, or professional services firm, you know how important your customers are. At KYB, we don’t just appreciate our customers, we adore them! Why? Because they’re the reason we get to do what we love. We take nurturing our relationships with our clients seriously. We want our clients happy.
Here are a few reasons why customer happiness is so important to any business.
Customers won’t stay around if they’re unhappy.
We know that it’s a busy world out there. Customers have many different choices. They won’t stay with a business unless they want to. In its Consumer Technographics survey, Forrester found that 45% of US consumers will abandon an online transaction if their questions or concerns aren’t addressed quickly. That means that businesses need to put their best foot forward, each, and every time!
Customers tell their networks.
Word-of-mouth can have more weight than all the advertisements streaming through society today. Don’t forget the impact of social media. You don’t want your business entrenched in a battle of words online where the potential audience may be huge. A positive endorsement will help open doorways to new customers. How often do you “Yelp” or “google” a review for a business?
Customers will invest more in you if they’re happy.
When businesses set out and intentionally invest in their customers, they may be surprised by the response. Many times clients simply want to feel appreciated. A study by InfoQuest found that a “totally satisfied customer” contributes 2.6 times more revenue than a “somewhat satisfied customer.” In addition, a “totally satisfied customer” contributes 14 times more revenue than a “somewhat dissatisfied customer.”
You can learn what’s working and not working in your business.
Customers will stick around if you have something special to offer them. Pay attention. This is what differentiates your business from others. However, if your clients are consistently unhappy about some aspect of your business, you have a chance to review and change what you need. This is a chance to glean new ideas.
Here at KYB, we work extra hard keep our clients happy. We would be thrilled to help you plan and manage all of your accounting needs. Learn more about us here. For more information on everything money, bookkeeping, and taxes, become a part of Keeping Your Balance's cloud accounting family by contacting us, Liking us on Facebook and following us on Twitter.