You can read about this in blog number 5, in a series of 7 blogs on ‘Offering the best service’.
By focusing on delivering a service that exceeds your customers’ expectations, the number of customers enthusiastic about your company grows. They will in turn recommend your company to friends and family, resulting in more new customers. Enthusiastic customers also tend to spend more than less enthusiastic customers, resulting in increased turnover.
Let’s take a look and see what impact it will have if a customer does not experience the service expected from your company. The customer develops trust issues and will talk negatively to others about your company, maybe even posting a negative review online, which has consequences for your reputation (more about this in one of the following blogs). The result: less enthusiastic customers, fewer recommendations, and ultimately less growth. It is generally known that it is much more expensive to acquire new customers than to hold on to existing ones, especially if you have a bad reputation.