February 28, 2011 at 15:39Why love your customers?
Hello.
This post is inspired by a note on Habré " Be attentive to the buyers " and personal experience. The post has no direct relation to Kopini . Loyalty, satisfaction, quality of support, blah blah blah. This is certainly cool, but what does it really give companies? Is it worth it to “lick” customers and take care of them?
Under the cut, a little story about the bank, Svetlana and money.
At the beginning of entrepreneurial activity, when issuing an IP was a big event, I asked a more experienced friend where to open a current account. About the bank, which he recommended to me, had not heard before. It was already decided to work with more well-known and “reliable” banks, but he trusted his friend and opened a bank account in his bank.
Conclusion 1. People, including myself, have less and less faith in advertising. People believe the recommendations . And not only from acquaintances and friends, but also recommendations on the Internet.
In the process of opening the r / s, it became clear why a friend recommended this particular bank. Friendly staff, convenient working procedure, lack of queues and other pleasant things. Svetlana became my manager. I don’t know how in other banks, but in order to use a client-bank, it was necessary to provide a tax return. And since I was an IP on the USN, then the declaration is submitted once a year, as a result, I had to wait for the client bank for more than half a year. And this is the printing of payments, trips to the bank in person and other inconveniences.
Svetlana went to a meeting and asked the manager to provide me with a client bank without other formalities. There were other “goodies,” for example, she made postings on a call without payment, for which she could get a hat from her superiors. In general, I liked it and when registering LLC, I no longer doubted where to open the r / s. Because of this attitude, I also went to a meeting: I placed funds on the deposit that dangled freely on the payroll, albeit not at a very favorable rate. And this is the additional income of the bank.
Conclusion 2 . The average check from a loyal customer is higher than a neutral one. Studies show that up to 80% of company revenue can be brought by loyal customers.
In turn, 2 more friends have already approached me with the question of where to open the r / s. And as you probably already guessed, I advised them my bank. In order not to bother with accounting, we use boo. service. A couple of months ago, an accountant complained about the wild tariffs for servicing an account with her bank. I took the opportunity and again recommended my bank.
Am I getting paid for my recommendations? Not. Does anyone ask me to do this? Not. I just like being a client of this bank, I like the attitude towards me. I just want to help my friends and thank the bank employees.
Conclusion 3 . Not advertising, but just one recommendation brought the bank as many as 5 customers(my IP + LLC, 2 friends and an accountant)! And it is not known how much more will bring. A satisfied customer who is loyal to the company is better than any advertisement.
Apparently, good service and loyalty are not empty words.
UPD1 A friend after reading the article said that in addition to me, he recommended the bank to 2 more acquaintances =)
UPD2 Sorry, but I will not call the bank in comments or in PM, because it is a specific department and person. Far from the fact that in others the same. Yes, and the name appears.
This post is inspired by a note on Habré " Be attentive to the buyers " and personal experience. The post has no direct relation to Kopini . Loyalty, satisfaction, quality of support, blah blah blah. This is certainly cool, but what does it really give companies? Is it worth it to “lick” customers and take care of them?
Under the cut, a little story about the bank, Svetlana and money.
At the beginning of entrepreneurial activity, when issuing an IP was a big event, I asked a more experienced friend where to open a current account. About the bank, which he recommended to me, had not heard before. It was already decided to work with more well-known and “reliable” banks, but he trusted his friend and opened a bank account in his bank.
Conclusion 1. People, including myself, have less and less faith in advertising. People believe the recommendations . And not only from acquaintances and friends, but also recommendations on the Internet.
In the process of opening the r / s, it became clear why a friend recommended this particular bank. Friendly staff, convenient working procedure, lack of queues and other pleasant things. Svetlana became my manager. I don’t know how in other banks, but in order to use a client-bank, it was necessary to provide a tax return. And since I was an IP on the USN, then the declaration is submitted once a year, as a result, I had to wait for the client bank for more than half a year. And this is the printing of payments, trips to the bank in person and other inconveniences.
Svetlana went to a meeting and asked the manager to provide me with a client bank without other formalities. There were other “goodies,” for example, she made postings on a call without payment, for which she could get a hat from her superiors. In general, I liked it and when registering LLC, I no longer doubted where to open the r / s. Because of this attitude, I also went to a meeting: I placed funds on the deposit that dangled freely on the payroll, albeit not at a very favorable rate. And this is the additional income of the bank.
Conclusion 2 . The average check from a loyal customer is higher than a neutral one. Studies show that up to 80% of company revenue can be brought by loyal customers.
In turn, 2 more friends have already approached me with the question of where to open the r / s. And as you probably already guessed, I advised them my bank. In order not to bother with accounting, we use boo. service. A couple of months ago, an accountant complained about the wild tariffs for servicing an account with her bank. I took the opportunity and again recommended my bank.
Am I getting paid for my recommendations? Not. Does anyone ask me to do this? Not. I just like being a client of this bank, I like the attitude towards me. I just want to help my friends and thank the bank employees.
Conclusion 3 . Not advertising, but just one recommendation brought the bank as many as 5 customers(my IP + LLC, 2 friends and an accountant)! And it is not known how much more will bring. A satisfied customer who is loyal to the company is better than any advertisement.
Apparently, good service and loyalty are not empty words.
UPD1 A friend after reading the article said that in addition to me, he recommended the bank to 2 more acquaintances =)
UPD2 Sorry, but I will not call the bank in comments or in PM, because it is a specific department and person. Far from the fact that in others the same. Yes, and the name appears.