33% of Americans say they will consider switching companies after just a single instance of poor service. On average customers tell 15 people about a poor service experience versus the 11 people they will tell about a good experience. 74% of people are likely to switch brands if they find the purchasing process too difficult. The list of statistics goes on and the findings are consistent across Australia, New Zealand, USA and Canada. Policy and procedure manuals, standard operating procedures and training alone will not make your business bullet proof or an exception. If you want to attract and keep customers, you must consistently talk the talk and walk the walk.
Talk The Talk, Walk The Walk
2018 Edition Category – Business Improvement