How Customers are Different Now!
With the current economic conditions, fundamental customer attitudes have changed.
They are:
They Have:
Customers Are Fickle!
Consumer research has identified that consumer attitudes are undergoing a fundamental change as a result of the recession. These “Recessionary Consumers” are more likely to leave immediately if they are unhappy, for any reason.
They are have an extremely low tolerance for mistakes and errors, no matter how small or seemingly insignificant.
While errors or mistakes can cause customer attrition, an attitude of indifference will move customers away from you even faster than previous years.
Of the three key “dissatisfiers” (errors, mistakes, and indifference) clearly you have the the greatest chance of keeping customers by making sure all customer contact employees are actively engaged with any customer they encounter.
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