Businesses which lose customers due to poor customer service can still regain their loyalty, one expert has claimed.
Businesses which lose customers due to poor customer service can still regain their loyalty, one expert has claimed.
Jim Boyce, president of global sales and services for Convergys, warned firms of the risks of failing to meet consumer expectations.
However, he noted that all is not lost in the event that the business relationship breaks down.
"A meaningful number of customers who stopped doing business with a company after a bad experience would do business with that company again if it made an effort to win them back," Mr Boyce said.
Such actions can have wider benefits to a company, he proposed, as people who have been dissatisfied with a service or product are likely to report this experience to their peers.
Convergys says that 85 per cent of survey respondents were happy to spread negative feedback via face-to-face chats, e-mails, text messages and social media.
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