How long does the customer experience last? The answer to
this is important to your business if you want the customer to be a repeat
customer.
Some business owners may think the customer experience lasts
from the time they walk into a shop until the time they leave. WRONG!
Some business owners may think the customer experience lasts
from the time they see your product or service until they get delivery. WRONG
AGAIN!
How about from the time they see your product or service until
they accept and pay for it? NOT RIGHT YET!
How about when they feel satisfied using your product? NOT YET!
Most customers will pay with a credit or debit card today,
so the experience does not end until they accept and pay the credit/debit card
bill. That could be a long time after the product/service is delivered or used.
When the credit/debit card statement arrives and the amount
charged to your customer is higher than the receipt they received from your
business….you just lost a repeat customer!!!
What do you do to see that this does not happen in your
business?
Steve Koenig, SCORE Counselor
Visit us at: www.scoresouthflorida.net
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