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