Post on 28-May-2015
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Rahasia Membuat Pelanggan Makin Setia
A series of activities designed to enhance the level of
customer satisfaction – that is, the feeling that
a product or service has met the customer expectation.
-Turban et al.
Layanan Pelanggan
There is only one boss. The customer.
And he can fire everybody in the company from
the chairman on down, simply by spending his
money somewhere else.
-Sam Walton
Mengapa Layanan Pelanggan Penting bagi Bisnis Anda?
Konsumen adalah raja
Jangan kecewakan mereka
Data: www.desk.com
69% of customers said they were on hold for
too long when seeking help from a company.
Companies that prioritize the customer experience
generate 60% higher profits than their competitors.
It is 6-7 times more expensive to acquire a
new customer than it is to keep a current one.
Konsumen berkomunikasi
dengan bisnis Anda
melalui berbagai channel
Data: www.desk.com
85% of consumers are dissatisfied with their phone experience.
91% of customers say they would use an
online knowledge base if it were available.
90% of consumers will always check
a website before emailing or calling you.
Layanan pelanggan online semakin penting dan krusial.
Data: www.desk.com
70% of companies ignore customer complaints on Twitter.
88% of consumers are less likely to buy from companies who
leave complaints on social media unanswered.
Customers who engage with companies over social media
spend 20%-40% more money with those companies.
Word-of-Mouth (WoM) dapat mengangkat sekaligus menjatuhkan reputasi bisnis Anda.
Data: www.desk.com
55% of customers recommended a company because of their customer experience.
60% of consumers are influenced by other consumers’ comments.
People tell an average 9 people about a good experience and 16 about a bad one.
The best customer service is if the
customer doesn‘t need to call you,
doesn’t need to talk to you. It just works.
-Jeff Bezos
10 Cara Membuat Pelanggan Makin Setia
#1 Tunjukkan sikap dan bahasa yang positif
#2 Pahami produk/layanan perusahaan Anda
#3 Kenali kebutuhan / kesulitan konsumen
#4 Buat konsumen Anda merasa penting dan dihargai
#5 Berikan respon secepat dan setepat mungkin
#6 Beri layanan terbaik hingga melebihi ekspektasi konsumen
#7 Jangan menjanjikan sesuatu kecuali bisa ditepati
#8 Terbuka dan empatik dalam menerima saran dan kritik
#9 Segera selesaikan masalah sebelum bertambah rumit
#10 Bangun kesan positif agar konsumen mengingat bisnis Anda
By providing memorable social media customer service, companies not only create deeper connections with consumers, but they glean valuable insights on how to improve their products or services.
-Amy Jo Martin