What keeps customers? The answer comes in another question: What loses them?
A five-year study by Varicent Software titled “Six Trends in Sales Performance Management” shows that over that period, about half of the customers who bailed on a company said they did so because poor service after the sale.
The good news is that some companies do retain customers by providing top-notch after-sale service. One way they’re doing it: When customers call with a problem or for service, they’re immediately connected with their salesperson. Customers who were handled that way said they:
- felt more confident about the problem being handled correctly
- were more comfortable dealing with someone they already knew, and
- felt assured the problem wouldn’t be repeated.
