The Customer Service Survey
How much does customer loyalty cost?
Thu - February 23, 2006 01:55 PM in
How much does it cost to make a customer an enthusiastic promoter of your company?
Here's one customer's answer: six bucks.
A $6 discount delivered at exactly the right moment to a customer who had been paying $80/month for years was enough to turn one mildly indifferent customer into an evangelist. When the customer forgot his gym shorts one morning, the cashier made the decision to offer him a $6 discount on a pair of new ones rather than charge full price.
The magic isn't the money, but the fact that someone at the company recognized that the customer was desperate and spontaneously offered to help, rather than taking advantage of the situation.
Posted by Peter Leppik
A $6 discount delivered at exactly the right moment to a customer who had been paying $80/month for years was enough to turn one mildly indifferent customer into an evangelist. When the customer forgot his gym shorts one morning, the cashier made the decision to offer him a $6 discount on a pair of new ones rather than charge full price.
The magic isn't the money, but the fact that someone at the company recognized that the customer was desperate and spontaneously offered to help, rather than taking advantage of the situation.
Posted by Peter Leppik
Posted at 01:55 PM | | | | |