Myth two: Quality above all else

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Now that you know that price is only 9% of the weight of the decision that causes companies to lose customers, it is worth considering the second factor, i.e. quality. Personally, this result surprised me a lot, because until now I was attached to the paradigm of "highest quality". It turns out, however, that only 14 percent of respondents were ready to abandon a customer due to the low quality of the product, product or service. However, this does not mean that quality is unimportant, quite the opposite. Quality is obvious and must be the highest, unfortunately this fact alone will not protect us from losing customers . There is no shortage of quality products on the market.

Myth three: customer service may be poor
Of course, I set the above headline provocatively. The cited australia telegram data studies clearly show that our most important weapon in the fight for business survival is our ability to serve customers. As many as 68 percent of respondents declare their readiness to abandon a company due to poor quality of customer service. On a Polish scale, losses resulting from lost profits of companies reach almost 18 billion dollars per year. This is an amount worth considering. If you think about it humanly, it is actually true. I myself often throw tantrums when I come across bad service. It happened to me that this very factor also decided to abandon a previous contractor, a service provider.

business losses resulting from customer migration

Recipe for success
So if you run a business and work for people, please remember one thing: customers are willing to pay us more, forgive us occasional quality issues, but they will never forgive us for poor service. Why is this optimistic? For a very simple reason, namely: soft skills in this area are the cheapest and easiest to implement. Definitely easier and healthier than lowering the price, and as a result reducing the company's margin and ultimately profits. Investing in high customer service standards may be the most profitable innovation you will implement.