The hospitality industry knows better than any other the importance of good client relations.
Attention to customer experience is what sets any given airline, hotel or sales agent apart from the competition. As such, the industry is continually innovating, improving and augmenting customer relations strategy. However, it is often useful to remind yourself of the foundations of a dynamic and profitable customer service approach. Below is a brief compilation of some of the most compelling statistics about customer service, which every customer relations department should have at the forefront of their manifesto.
Customer relations: 10 stats worth knowing
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During the booking process, approximately 78% of consumers will abandon the transaction or make a less profitable selection because of a poor customer service experience.
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70% of purchase experiences are based on how valued the customer feels. In the hospitality industry, this could be affected by a number of factors. For instance, being left on hold for too long could be the difference between a rave review and a dissatisfied customer. Equally, confusing or excessively long booking processes can leave customers feeling frustrated.
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It is 5–25 times more expensive to acquire a new customer than it is to retain a return customer.Therefore, it is essential to invest in a customer loyalty strategy. In summary, make sure to obtain a guest’s contact information; offer them a remarkable experience; and finally, after their stay, maintain regular contact.
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7 in 10 people say they are willing to spend more with companies they believe provide exceptional customer service.
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A typical business hears from just 4% of its dissatisfied customers. Therefore, there is an enormous amount of information regarding dissatisfied customers that goes undocumented.
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24% of American adults have posted comments or reviews online about the product or services they have bought. However, this means that 76% have not. Therefore, it is important to never assume that guests will share feedback about your hotel – it will take a special effort to compel the majority of guests to share their positive experience.
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In the world of online reviews, it takes 12 positive experiences to make up for 1 unresolved negative experience.
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News of bad customer service reaches more than twice as many ears as praise for a good experience.
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91% of unhappy customers will not willingly do business with you again.
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86% of consumers stop doing business with a company because of poor client relations.
Outstrip the competition
Perhaps another important statistic to remember is that 81% of companies with strong client relations records outperform the competition. This may seem like an obvious statement, but sometimes figures are useful to understand the material impact of poor customer service. Hotels need to know their customer, their behavior, aspirations, and needs inside out. Consequently, they should channel all their resources into continually improving client relations.
