We all know that it’s much cheaper to retain an existing client than acquire a new one. Loyal clients typically lead to repeat or add-on business, as well as referrals, making them the most valuable. However, many businesses find it an expensive challenge to offer quality and personalized customer service. With the proliferation of digital and mobile technologies, clients are expecting more and more from businesses, making client loyalty an even larger task.
Facebook, LinkedIn and Twitter are turning customer service on its head. Clients are speaking up on social networks, and their peers are spreading the word: for evidence of negative customer experiences that went viral, one need not look further than the infamous examples at United Airlines, Domino’s Pizza and Comcast.