Zendesk survey revealed that 62% of B2B and 42% of B2C customers purchased more after a good customer service experience while 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction. If you want people to buy your staff or use your service you need to understand how they make purchase decisions and what kind of factors have an impact on them. It is equally important both for small businesses and large corporations. The impact of customer service can be detected even before your prospects start their interaction with your customer service team. Here are 4 things you should know about purchase decisions.
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How Emotions Drive Customer Loyalty (Infographic)
To connect with new customers don’t try to get inside their heads. Get inside their hearts. Create an emotional connection. – Bill Quiseng Some of the world’s most successful business leaders know that attracting customers and winning their loyalty isn’t merely about the product or service. It’s more about offering an experience that creates an emotional connection between the customer and the brand. In fact, the Temkin Group found that while all three components of customer experience – success, effort, and emotion – have a strong effect on loyalty, emotion turns out to be the most important element. When companies connect with customers’ emotions, the payoff can be huge. According to the Harvard Business Review, consumers who are emotionally connected with a brand are anywhere from 25% to 100% more valuable in terms of revenue and profitability than those who are “merely” highly satisfied with it.
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