Alicia Butler Pierre: How to Create a Best-in-Class Customer-Service Experience
“Do you have a system in place to care for your customers or clients—starting from the moment they contact you about working with you? It’s so important that your customers know that you care about them so that they remain customers and refer other customers to you. Let’s learn some strategies! Today I’m interviewing Founder & CEO of Equilibria, Inc., Alicia Butler Pierre on creating a best-in-class customer service experience.
At one point, we discuss how customer acquisition costs more than customer retention. I got the stats wrong. I was under. So, here are the correct ones. It can cost 5 times more to acquire a new customer than to keep a customer. And 92 percent of people are more likely to buy when they are referred to a product or service by a trusted source. (I say in the podcast that it’s 70 to 80 percent.) Ideally, you’ll spend time doing both customer acquisition and retention, of course. But the point here is that you’ve got to create an excellent customer-service experience so that customers stick with you. This will both save you money and make you more money in the long run.”