Page 5 - customer service consistency matters

To get a customer, the first experience has to be great. But

to keep a customer, subsequent experiences have to be just as

good, if not better. Not only in person—everywhere.

A Salesforce survey shows that 75% of consumers "expect

consistent experiences across multiple channels," and 75% are

"likely to switch brands if they don't get it."

Bottom line: once a customer decides to buy from you, they

expect the same level of service every single time they interact with

your business.

If a customer got past the inherent resistance to trying out new

things (your service) and had a pleasant experience, they'll come

back and choose you over competitors. You've removed the

burden of uncertainty, the burden of wondering if you'll meet their

expectations.