Don’t underestimate the power of good customer service! Not only can it make or break customers’ opinions of your organization, it can also be instrumental in boosting your sales. Of course, making your customer service experience outstanding is easier said than done. Luckily, our returning guest Faye Horton is here to share the proven methods that will delight your customers.
Watch our podcast with Faye Horton below to learn all about how to foster excellent customer service:
Faye Saxon Horton is a Sales Strategist who has worked in Medicare Sales for more than 20 years. She owns a life insurance agency and helps people break barriers to create consistent residual income with Medicare and Final Expense sales. Faye is the author of three books, including 5 Things That are Killing Your Sales.
There are lots of statistics around customer service, which you may not know, including:
- 90% of customers use service as a part of their decision
- 78% of customers have backed out of a purchase due to a poor experience
- 17% will buy more if customer service is good
How can sales leaders and business owners focus on the customer experience to grow their business? Faye starts off the podcast by revealing the methods that will help you zero in on the right things. What features and offerings matter most to your customers? How should you train your customer-facing employees regarding their interactions with your prospects and clients? Faye offers her best advice here.
There is an old adage that “a satisfied customer means a repeat customer.” Faye examines why this is more true today than ever before. Indeed, with so much more competition nowadays, and with access to so many more businesses – not just locally, but around the world – quality customer is imperative to making your business stand out. You want your customers to always have a positive experience with your organization. If not, they’ll swiftly opt to shop elsewhere.
We have all heard that it is less expensive to retain a customer than to attract a new customer. In a study by Invesp, they found that “investing in new customers is between 5 and 25 times more expensive than retaining existing ones.” What are the customer service factors impacting retention? Faye explains these factors, offering tips on how to make them a part of your business practices.
Increasing retention by 5% increases profits up to 95% through referral business and repeat sales. Sales professionals and businesses can tap into this colossal opportunity with the right tactics… which Faye describes here. We end our discussion with the strategies she recommends to improve the customer experience and strengthen your customer service.
Listen to our discussion with Faye so that you can improve your customer service today:
To learn more about Faye Horton, visit her official website here. You’ll also want to get her books, 5 Things That are Killing Your Sales and Customer Service = Customer Sales, and tune into her podcast, I Sell Medicare Plans. Additionally, you can join her private Facebook group here.
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